Role Overview
- Own end-to-end operations, including booking fulfillment, partner performance, and service quality.
- Ensure every booking is successfully assigned, completed, and meets customer expectations.
- Manage hub-level operations and P&L while maintaining efficiency and service standards.
- Build scalable systems to support expansion across multiple hubs without operational breakdowns.
Key Responsibilities
- Own end-to-end booking fulfillment across active hubs, including assignment, dispatch, completion, and quality verification.
- Manage hub-level P&L with weekly reporting, including revenue per hub, cost per booking, and partner utilization.
- Oversee partner scheduling, shift planning, and real-time availability to achieve 70–80% fill rate targets.
- Handle operational escalations such as delays, no-shows, cancellations, and customer complaints with speed and sound judgment.
- Build and enforce SOPs for operational workflows, including onboarding, dispatch, quality checks, and escalation protocols.
- Drive service quality metrics such as on-time arrival, completion rate, customer ratings, and repeat booking rates.
- Coordinate with supply and training teams to ensure partner readiness across all service categories.
- Lead daily operations stand-ups and weekly performance reviews with hub teams.
- Own the 90-day launch playbook for new hub activations, including partner deployment, demand ramp-up, and density targets.
What You Get
- Ground-level leadership role in a fast-growing home services company.
- Direct ownership of P&L and operational outcomes.
- Competitive salary with performance-linked incentives tied to hub performance.
- ESOP eligibility.
- Opportunity to build and scale operational playbooks across multiple cities.
About Company: HOUSY is Pune's premium on-demand home cleaning service delivering professional house help in minutes. We employ trained cleaning professionals- not gig workers ensuring consistent quality and reliability. Our hub-based model enables 10-30 minute dispatch times with real-time tracking.
