Associate Director - Operations

About Urban 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

What you’ll do:

• Own end-to-end P&L for the zone with a primary focus on growth and scale, driving topline expansion through demand growth, supply depth, service availability, and fulfillment reliability across cities in the zone.
• Lead resolution of category-level structural problems impacting zone performance (eg, low fulfillment, high cancellations, uneven supply utilisation) by partnering with Category, Product, and Central Ops to design and roll out system-level solutions.
• Improve marketplace health at scale, including partner utilization, service reliability, and customer experience, by converting ground insights into repeatable processes, policies, and tech interventions adopted across cities.
• Serve as the single-point owner for zone performance, mentoring GMs, managing large teams, pressure-testing city plans, and influencing central priorities using strong data, pilots, and on-ground learnings.

What We Need:

• Experience in a high-growth operations-based Startup, E-commerce, FMCG
• High sense of ownership and a penchant for excellence
• Extremely strong first-principles problem solvers, who have a maker/builder within them and want to bring to life consumer insights to revolutionize the service industry.

What can you expect:

• A great work environment with massive ownership and growth opportunities.
• Work closely with strong leaders who are amongst the best in the country when it comes to operational excellence and consumer obsession
• A lot of freedom and ownership to propose and change the way we do things. We still believe it is Day 0 and are hungry to improve and change
• Growth opportunities within UC via our robust internal mobility program

At Urban Company, we are committed to providing equal and fair opportunities in employment and creating an inclusive work environment. We endeavor 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.