Job Description

Role: Field Operations Manager About the Company Urban Company is a technology platform offering customers a variety of services at home. Customers use our platform to book services such as beauty treatments, haircuts, massage therapy, cleaning, plumbing, carpentry, appliance repair, painting, etc., all delivered in the comfort of their home and at a time of their choosing. We promise our customers a high-quality, standardized, and reliable service experience. To fulfill this promise, we work closely with our hand-picked service partners, enabling them with technology, training, products, tools, financing, insurance, and brand, helping them succeed and deliver on this promise. Urban Company started as UrbanClap in November 2014, when its founders, Abhiraj, Raghav, and Varun, realized that the home services industry was predominantly unorganized, fragmented, and offline. Customers found it challenging to avail quality services conveniently, and service professionals were struggling to make ends meet, having to rely upon several middlemen, contractors, and local aggregators. The founders felt that the industry was ripe for disruption, and launched Urban Company, with three key principles in mind - Customer love: Build a platform that offers truly delightful and differentiated services Partner empowerment: Build a deep, full-stack partnership with service partners, helping improve their earnings and overall livelihood Technology first: Bring innovation and technology to an age-old industry About the Role & Team Field Operations Manager is responsible for driving on-ground operations. This would primarily involve onboarding new partners and improving the quality of the existing partner base This includes end-to-end ownership of the initiative, including problem solving, analysis, process improvement, execution Support Business Heads in BAU category management activities related to supply/demand planning, revenue planning What you'll do: Manage and lead a team of service professionals to ensure smooth day-to-day operations. Plan, monitor, and optimize field operations, ensuring adherence to SLAs, safety norms, and quality standards. Track and analyze operational KPIs (TAT, productivity, customer satisfaction, etc.), and take corrective actions as needed. Develop and roll out SOPs, training, and audit mechanisms to enhance operational efficiency and reduce service errors. Handle on-ground escalations and ensure timely resolution of customer or partner grievances. Recruit, train, and mentor field staff; create a high-performing and motivated team. What we need: Sharp and hungry professionals willing to go above and beyond to create impact 6 months -2 years of work experience Proficient in advanced Excel/ SQL/Tableau/Power BI Ability to work in a fast-paced environment, requires solving ambiguous problems, and is highly outcome-oriented. We will look for candidates who display these characteristics and have demonstrated the ability to solve problems on the ground. Hustle and get things done attitude At Urban Company, we are committed to providing equal and fair opportunities in employment and creating an inclusive work environment. We endeavor to maintain a work environment free from harassment based on age, color, physical ability, marital status, parental status, ethnic origin, religion, sexual orientation, or gender identity.