City Lead

Role Summary

Acko is hiring a City Lead for Mumbai to own field operations for the city driving workforce hiring, fleet performance, vendor and partner management, and operational excellence across the local blue-collar workforce (bikers/drivers).

The role requires strong hands-on experience running large field operations in a fast-paced, tech-enabled environment. City lead (sourcing, field supervision, RSA coordination) is responsible to build a continuous hiring pipeline, run smooth execution, ensure reliable RSA, and exceed operational KPIs. As workforce owner, you coach individuals, maintain stable staffing, and manage performance and exits with dignity.

The ideal candidate is a hands-on operator comfortable on the ground and presenting data-driven plans to leadership.

Key Responsibilities

• Build and lead the city team. Direct your sourcing, field-supervision, and RSA coordinators; set targets, run cadence, remove blockers, and own the outcomes across all three areas.
• Own hiring and capacity. Run a continuous hiring pipeline (agencies, referrals, gig-partners, walk-ins) to ensure required city capacity and a healthy bench that absorbs turnover without service drops. Complete all pre-deployment checks (documentation, background, license/vehicle) before anyone is deployed.
• Own field service quality. Ensure FEs are available, accept and start work on time, hit customer-rating targets, and uphold SOPs and safety without exception. Track city performance and act on it.
• Coach and develop the workforce. Keep your team close and supported - spot who's struggling early, give clear and supportive feedback, and help people recover before problems grow. Strong coaching is how good people are retained and the whole team is lifted.
• Manage performance fairly. Handle consistent underperformance professionally and with dignity, ensuring a trained replacement protects service. Performance criteria are managed centrally for multi-city fairness; your role is to coach and deliver against this standard, not define it.
• Own RSA delivery. Ensure reliable city-wide Roadside Assistance breakdown response, towing, on-site repair coordination with strong response times and customer satisfaction.
• Own the numbers. Be accountable for all city KPIs across hiring, field ops, workforce performance, and RSA; track them, act on deviations, and report to leadership.

Ideal Candidate

• 5- 8 years in field/service operations management - logistics, ride-hailing, last-mile delivery, roadside assistance, or motor insurance/claims field ops.
• Proven experience in leading a city  and managing a distributed frontline workforce of bikers and drivers, including blue-collar/gig hiring at scale.
• Build and manage strong vendor and partner network
• Strong people leadership - coaching, honest feedback, and difficult conversations handled with fairness and respect.
• Comfort with data and dashboards; exposure to dispatch or ops-tech platforms preferred.
• Ownership mindset, sound judgment, crisis/escalation management (especially time-sensitive RSA), and strong local market and language knowledge; willing to travel within the city.