Operations Associate NoBroker Home Services | Home Cleaning Category Hyderabad, Telangana | Full-Time | 13 Years Exp. Department: NoBroker Home Services Cleaning Employment Type: Full-Time Experience: 13 Years Location: Hyderabad, Telangana ABOUT NOBROKER NoBroker is India's first proptech unicorn, disrupting the real estate and home services ecosystem. The NoBroker Home Services vertical offers trusted, tech-enabled services including home cleaning, pest control, painting, and appliance repair to homeowners and tenants across major Indian cities. ABOUT THE ROLE As an Operations Associate in the Home Cleaning category, you will be the backbone of daily service delivery managing end-to-end ground-level operations from scheduling and service partner management to quality control and customer resolution, ensuring a seamless experience for customers and cleaning professionals alike. KEY RESPONSIBILITIES Service Delivery & Scheduling Manage daily scheduling and allocation of cleaning professionals (CPs) across assigned zones. Monitor real-time order status and ensure on-time arrivals and service completion. Handle last-minute cancellations, reschedules, and reassignments efficiently. Coordinate with field executives and team leads to maintain 100% fulfilment rate. Vendor & Service Partner Management Onboard, train, and maintain a roster of cleaning professionals and vendor partners. Conduct regular briefings on SOPs, hygiene standards, and customer etiquette. Track CP attendance, productivity, and performance metrics. Manage CP grievances, incentives, and escalations in coordination with HR/ops leads. Quality Assurance Conduct random quality audits and mystery checks on completed services. Drive adherence to NoBroker's standardised cleaning checklists and protocols. Identify service gaps and implement corrective action plans. Collect and analyse post-service customer feedback (CSAT/NPS scores). Customer & Escalation Management Act as the first point of contact for operational escalations from customers and CPs. Coordinate with the customer support team to ensure timely complaint resolution. Proactively communicate delays, issues, or changes to customers. MIS & Reporting Maintain daily/weekly dashboards tracking order volume, fulfilment rate, and cancellations. Prepare reports for category managers on CP availability and zone-wise performance. Identify trends and flag anomalies in operational data. Process Improvement Suggest and implement process improvements to increase efficiency and reduce costs. Work cross-functionally with tech, product, and customer success teams. REQUIRED QUALIFICATIONS Bachelor's degree in any discipline (Business Administration or Operations Management preferred). 13 years of experience in operations, field management, or service delivery. Proficiency in MS Excel / Google Sheets and basic reporting tools. Strong verbal and written communication in English, Hindi, and Telugu (preferred). KEY COMPETENCIES Strong problem-solving and decision-making ability under pressure. High ownership mindset with ability to manage multiple priorities simultaneously. Excellent interpersonal skills comfortable dealing with customers and on-ground workers. Data-driven thinking with attention to detail. Willingness to conduct field visits and work flexible hours when required. PREFERRED EXPERIENCE Prior experience in home services, facility management, or gig workforce management. Exposure to CRM tools, ops dashboards, or ticketing systems. Familiarity with Hyderabad geography and zone-based operations. WHAT YOU'LL GET Competitive CTC Performance-linked incentives Fast-track growth Cross-functional exposure Health insurance Paid leaves & benefits NoBroker Technologies Solutions Pvt. Ltd. | [Confidential Information] | www.nobroker.in
