City Operations Manager

About Pinch

The last decade and a half has been dedicated to the rise of convenience in every way. Organisations, one after the other, have created products and services which make the life of customers convenient. Yet the pain, pressure and stress of the modern world has not really reduced, leave aside going away.

At Pinch, our dream is to transform the physical environment of a family and help them create space for the truly important things, allowing them to focus on themselves and their mental well-being to build a meaningful life, filled with purpose and joy. We wish to build a home management system, which not only does the daily chores seamlessly and effortlessly, but also preempts the needs of our customers, enhances their lifestyle in every aspect while giving them the peace of mind to focus on achieving more in life. From full housekeeping to a quick tidy up or a dog walk, Pinch is available for the families all the time. We work as an extension of our customers family and bring to the table what is best for them.

With our monthly plan, we combine services such as housekeeping, maintenance, food & nutrition management, grocery resupply, laundry management, etc. tailored to the unique needs of each family. On top, a dedicated Lifestyle Manager helps them with any miscellaneous home requests, from decorating the home with fresh flowers to arranging a repairman for a broken washing machine, to planning details of the next holiday, taking care of children or the elderly. Basically, anything and everything our customers and their families would need to live a comfortable, convenient, healthy, guilt-free, and inspired life.

How will we do it

There are three fundamental aspects of our business model which will help deliver this life-transforming service:

Lifestyle Manager: Armed with irrefutable professional attention, prompt service, strict quality controls and effective anticipation of needs, our dedicated lifestyle team helps customers in a variety of things. Be it sending flowers on birthdays, reminders for paying bills on time, and even recommending the latest home products. Our team of lifestyle managers are mapped to each family, do all the research, analysis and shortlist the best products and service experience for the customers.

Trained Professionals: Offering a much more professional service than domestic helpers, with Pinch, customers are served by a team of home specialists who will handle all the housework, chores and running around. If they already have a helper, we will have them trained by us to maximise their potential and effectiveness.

Technology: We take the hassle out of home management. Customers are given constant home and personal management advice, reminders and nudges, where the back-end system incorporates an algorithm that remembers preferences and generates instructions to meet our customers home goals.

Pinch has 4 broad customer segments:

• Individuals & Families
• Landlords & Second Home Owners
• Developers & RWAs
• Corporates

The Lifestyle Manager An Extension of the Customer's Family

A Lifestyle Manager at Pinch is deeply empathetic, has a natural attitude towards helping people and is committed to improving lives for the better. Every family has their own set of needs, wants, preferences & behaviours. Our Lifestyle Manager understands this, has the ability to develop a deep bond with a family and its members, and designs solutions keeping their specific requirements in mind. They are warm, courteous, patient and a good listener, with an eye for detail. They are able to not just solve what the customer asks, but even anticipate or pre-empt their needs, through their deep understanding of the family. Our customer's peace of mind relies immensely on the Lifestyle Manager, and how efficiently and swiftly they work with the other teams at Pinch to be able to meet the customer's requirements. The Lifestyle Manager has a service-oriented mindset that puts the customer first, even before the company. Practically, they are an extension of the customer's family and thus, the most important link between the company and the customer.

Role Title: City Operations Manager

Role Purpose

Own end-to-end city operations and customer experience. This role combines City Head + mini Regional Head responsibilities and is the single point of accountability for the city.

Key Responsibilities -

1. City Ownership

• Own NPS, churn, escalations, service quality for the city
• Act as final escalation point for high-value or sensitive customers
• Ensure consistent service delivery across all households

2.People & Performance Management

• Directly manage Reporting Managers
• Ensure LMs are correctly loaded (max 78 customers)
• Hire, onboard, coach, and performance-manage LMs & RMs
• Identify high-potential talent for future leadership roles

3. Execution & Governance

• Ensure SOP adherence for home and kitchen management
• Conduct weekly reviews with RMs
• Run audits and quality checks
• Track failures, root causes, and corrective actions

4. Scale Readiness

• Prepare the city to scale from 50 150 customers
• Maintain hiring pipelines and backup capacity
• Document learnings and improvements for replication

5. Stakeholder Alignment

• Weekly ops review with COO
• Coordinate with central recruiter and ops analyst
• Share insights, risks, and growth readiness

Ideal Candidate Profile

• 610 years experience in hospitality, facility management, concierge, or premium service operations
• Managed 1530 frontline staff
• Strong escalation handling and customer judgement
• Comfortable being hands-on in early-stage scale-ups
• High ownership, bias for action, strong people leadership