Job description
We are looking for a dynamic and entrepreneurial City Operations Manager to lead Urban Company's expansion in North East India, specifically across Manipur and Mizoram. This role will play a critical part in building operations from the ground up, strengthening our partner network, and driving business growth in the region.
Given the nature of the role, we are specifically looking for candidates who are native to Manipur or Mizoram, have a strong understanding of the local market, culture, and consumer behavior, and are proficient in the regional languages. This local expertise will be instrumental in helping Urban Company establish and scale its presence successfully across these cities.
Key Responsibilities:-
- Manage end-to-end field operations for the assigned category/city.
- Work closely with service partners/professionals to ensure high service quality and operational efficiency.
- Drive partner onboarding, training coordination, engagement, retention, and productivity improvement initiatives.
- Monitor operational KPIs such as fulfillment rates, cancellations, customer satisfaction, partner utilization, and revenue metrics.
- Identify operational gaps and implement scalable process improvements.
- Coordinate with internal stakeholders including central operations, training, quality, supply, and customer experience teams.
- Conduct regular field visits to understand ground-level challenges and improve partner experience.
- Handle escalations from partners and customers with quick resolution and ownership.
- Optimize partner supply to ensure demand fulfillment and business growth.
- Build strong relationships with partners and act as the voice of the field team internally.
- Analyze operational data and generate insights to improve efficiency and performance.
- Ensure adherence to SOPs, compliance standards, and operational policies.
Desired Skills & Qualifications:-
- Bachelor's degree from a recognized university.
- 1–4 years of experience in operations, category management, field operations, business operations, or stakeholder management roles.
- Proficient in Manipuri (Meitei) and/or Mizo, along with strong communication skills in English and Hindi.
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Ability to manage multiple stakeholders and work in a fast-paced environment.
- Comfortable with extensive fieldwork and partner interactions.
- Proficiency in Excel/Google Sheets; SQL knowledge is a plus.
- High ownership mindset with strong execution capabilities.
