Field Operations Manager

Overview:

Urban Company is a technology-driven platform that connects you with trusted professionals for all your home and beauty needs, from cleaning and repairs to salon and spa services. We’re simplifying urban living by ensuring reliable, high-quality and transparent services, every single time.

About the Role:

1. 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

2. This includes end-to-end ownership of the initiative, including problem solving, analysis, process improvement, execution

3. Support Business Heads in BAU category management activities related to supply/demand planning, revenue planning

What you'll do:

1. Manage and lead a team of service professionals to ensure smooth day-to-day operations.

2. Plan, monitor, and optimize field operations, ensuring adherence to SLAs, safety norms, and quality standards.

3. Track and analyze operational KPIs (TAT, productivity, customer satisfaction, etc.), and take corrective actions as needed.

4. Develop and roll out SOPs, training, and audit mechanisms to enhance operational efficiency and reduce service errors

5. Handle on-ground escalations and ensure timely resolution of customer or partner grievances.

6. Recruit, train, and mentor field staff; create a high-performing and motivated team.

What we need:

1. Sharp and hungry professionals willing to go above and beyond to create impact
2. 6 months -2 years of work experience
3. Proficient in advanced Excel/ SQL/Tableau/Power BI
4. 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.
5. Hustle and get things done attitude