Training Manager – InstaHelp

About Urban Company

Urban Company is a tech-enabled home services marketplace. Customers use our platform to book services such as beauty treatments, haircuts, massage therapy, cleaning, plumbing, carpentry, appliance repair, painting and more, delivered in the comfort of their homes and at a time of their choosing.

We aim to provide customers with a high-quality, standardized and reliable service experience. To deliver on this promise, we work closely with our hand-picked service partners, enabling them with technology, training, products, tools, financing, insurance and the Urban Company brand.

About InstaHelp

InstaHelp is Urban Company's house-help business, focused on providing reliable and high-quality domestic help services to customers. The business operates at scale across multiple cities, with a large and growing partner base.

Training is a critical part of the InstaHelp ecosystem. The Training team enables partners to build the skills, behaviours and service standards required to consistently deliver a high-quality customer experience.

About the Role

We are looking for an experienced Training Manager to own the training function for InstaHelp in an assigned city/cluster.

This is a highly hands-on, execution-oriented role that goes beyond classroom training. The Training Manager will be responsible for the partner journey across screening, onboarding, training and post-training handholding, with a strong focus on ensuring that training translates into effective on-ground performance.

The role requires close collaboration with Business and Operations teams, strong understanding of partner performance data, and the ability to work closely with a primarily female blue-collar partner workforce.

The Training Manager will be expected to operate on the ground, manage ambiguity, solve problems independently and take end-to-end ownership of partner and training outcomes.

What You'll Do

1. Partner Screening & Onboarding

• Evaluate prospective partners against defined SOPs and quality benchmarks to ensure suitability and readiness.
• Own partner onboarding and ensure that partners are equipped with the required knowledge, skills and service standards before going on jobs.

2. Training Delivery

• Conduct structured training batches as per defined content, SOPs and service standards.
• Ensure consistency and rigour in training delivery across batches and Training Centres.
• Personally remain hands-on with training delivery and partner interactions.

3. Post-Training Handholding

• Own the partner's post-training handholding journey, with a strong focus on translating classroom learning into on-ground execution.
• Provide structured support, coaching and feedback during the initial 30-day handholding period.
• Conduct partner connects to understand challenges, reinforce SOPs and improve performance.

4. Partner Performance Management

• Track partner performance during the initial learning curve and identify capability or execution gaps.
• Use observations, partner feedback and performance data to diagnose issues and drive timely corrective actions.
• Balance partner support with clear accountability for service quality and performance standards.

5. Data & Performance Management

• Track and interpret key training and partner metrics including NPS, batch passing %, drop-offs, productivity, quality, attendance, retention and partner performance.
• Conduct structured RCAs using data to identify trends, performance gaps and areas of intervention.
• Maintain accurate trackers and ensure timely reporting of training and partner performance.

What We're Looking For

• Bachelor's degree in Hospitality Management, Business Administration or a related field.
• 5+ years of experience in training, operations, capability building, partner management or frontline workforce management.
• Strong hands-on experience in training and coaching frontline or blue-collar teams.
• Ability to work with defined SOPs and translate them into effective on-ground execution.
• Strong understanding of data and comfort working with performance metrics and trackers.
• Working knowledge of Excel/Google Sheets, including filters, sorting, pivot tables, basic formulas and percentage calculations.
• Ability to conduct structured RCAs and use data to identify performance gaps and drive interventions.
• Strong partner management and relationship-building skills, with the ability to build trust while maintaining accountability.
• High empathy and the ability to understand and work effectively with a primarily female blue-collar workforce.
• Strong communication and people-management skills, with the ability to coach and develop Trainers.
• High ownership, resilience and execution orientation, with the ability to operate effectively in a fast-paced and evolving environment.
• Comfortable working on the ground, travelling across Training Centres and responding to business requirements.
• A partner- and customer-first mindset, with a strong focus on quality, productivity and outcomes.

Role Expectations

• Travel & Mobility: This is a field-oriented, travelling role. The Training Manager will be required to move across different Training Centres within the assigned city/cluster based on business requirements.
• Working Days: The role follows a 6-day working module, Monday to Saturday.
• Working Hours: Standard shift timings are 9:30 AM to 7:30 PM. Working hours may extend beyond this based on business requirements.
• On-Ground Presence: The role requires regular on-ground presence, availability and responsiveness aligned with training, partner and business requirements.
• Workforce Context: The role involves working closely with a primarily female blue-collar partner workforce, requiring strong empathy, patience and partner-management skills.

What You Can Expect

• A high-ownership role with meaningful decision-making responsibility.
• The opportunity to build and scale a growing category from the ground up.
• A fast-paced, high-energy, sports-team culture that values ownership, resilience and impact.
• An opportunity to work closely with frontline partners and directly influence partner success and customer experience.
• Market-competitive compensation aligned with the responsibility and expectations of the role.

Equal Opportunity Statement

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.