Lead Training Manager

Lead Training Manager - Cleaning Category

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 -

1. Customer love: Build a platform that offers truly delightful and differentiated services
2. Partner empowerment: Build a deep, full-stack partnership with service partners, helping improve their earnings and overall livelihood
3. Technology first: Bring innovation and technology to an age-old industry

Job Description:

We are seeking an experienced Lead Training Manager for our Cleaning Category to join our dynamic team. The LTM will play a crucial role in ensuring the high-quality delivery of home cleaning services in our designated cities. This individual will be responsible for leading all training initiatives, developing and refining training content, and providing technical (relating to home cleaning services) and behavioral training to our partners to guarantee a delightful customer experience.

What You'll Do:

• Lead and manage all training programs for professionals offering home cleaning services in the allotted city.
• Develop and refine training content, ensuring it aligns with industry standards and best practices.
• Provide hands-on training and support to professional partners on standard operating procedures (SOPs) to ensure the delivery of high-quality services.
• Implement strategies to improve service quality through training interventions.
• Lead, coach, and provide guidance to 10-12 city-level trainers, ensuring capability building and performance excellence.
• Monitor and evaluate the effectiveness of training programs, making necessary adjustments to meet evolving business needs.
• Collaborate with cross-functional teams to identify training needs and develop targeted solutions to address gaps.
• Stay updated on industry trends and best practices in training and development for blue-collar workers.

What We Need:

• Bachelor's degree in Hospitality Management, Business Administration, or related field.
• 5+ years of experience in top-tier Hotels, Facility Management, or Startups, with a focus on training and development.
• Proven experience in managing teams of trainers/professionals, preferably in hotels or facilities management.
• Demonstrated expertise in developing and delivering training content for blue-collar workers.
• Passion for delivering exceptional customer experiences and driving continuous improvement.

At Urban Company we are committed to providing equal and fair opportunities in employment and creating an inclusive work environment. We endeavour to maintain a work environment free from harassment based on age, colour, physical ability, marital status, parental status, ethnic origin, religion, sexual orientation, or gender identity.