Service Fulfillment Head (Delhi)

Role Overview

We are looking for a dynamic and execution-focused Service Fulfillment Head to lead and scale our on-ground service operations across key cities. This role is responsible for ensuring seamless service delivery, optimizing supply (service professionals), and driving customer satisfaction at scale.

Key Responsibilities

1. Supply & Operations Management

• Build, manage, and scale a reliable network of service professionals (technicians, cleaners, beauty experts, etc.)
• Ensure optimal supply-demand matching and high service availability across zones
• Drive daily operations to ensure on-time service delivery and minimal cancellations

2. Fulfillment Excellence

• Own end-to-end service fulfillment metrics: success rate, turnaround time, first-time resolution, and NPS
• Identify bottlenecks and implement process improvements to enhance efficiency and quality
• Standardize SOPs for service delivery and enforce compliance

3. Partner Lifecycle Management

• Oversee onboarding, training, and certification of service partners
• Drive partner engagement, retention, and performance improvement
• Implement incentive structures and performance tracking systems

4. City-Level Strategy & Expansion

• Lead city-level operational strategy and expansion planning
• Launch new service categories and scale existing ones
• Collaborate with demand, product, and marketing teams to align supply readiness with growth plans

5. Quality & Customer Experience

• Ensure high-quality service delivery and customer satisfaction
• Monitor customer feedback and implement corrective actions
• Reduce complaints, refunds, and escalations through proactive measures

6. Data-Driven Decision Making

• Track and analyze key operational metrics and dashboards
• Use insights to optimize routing, scheduling, and workforce allocation
• Drive continuous improvement through experimentation

Key Metrics Owned

• Service Fulfillment Rate
• On-Time Delivery
• Customer NPS / Ratings
• Partner Utilization & Productivity
• Cancellation & Refund Rates

Requirements

• 5–10+ years of experience in operations, supply, or fulfillment roles
• Prior experience in marketplaces or service platforms (e.g., Urban Company, NoBroker, YesMadam, or similar) preferred
• Strong understanding of hyperlocal operations and workforce management
• Proven ability to scale operations in fast-paced environments
• Excellent problem-solving and analytical skills
• Strong leadership and team management experience

What We’re Looking For

• Hustler mindset with strong ownership
• Ability to operate at both strategic and execution levels
• Customer-first thinking
• Data-driven decision maker
• Strong bias for action

Why Join Us

• Opportunity to build and scale a high-growth service marketplace
• High ownership and impact role
• Work closely with founding team
• Fast-paced, entrepreneurial environment