Cluster Manager - Operations (Multiple Cities)

About the Role

As a Cluster Manager Operations at Pronto, you will be responsible for managing end-to-end operations across multiple hubs within a cluster. This includes driving supply performance, ensuring service quality, managing field teams, and delivering strong operational outcomes.

This role requires a hands-on leader who can manage ground operations, optimize processes, and ensure seamless service delivery while maintaining high standards of partner and customer experience.

What You will Drive:

• Own day-to-day operations across multiple hubs within the assigned cluster
• Ensure optimal supply availability and manage demand-supply alignment
• Drive partner (Field workforce) performance, productivity, and utilization
• Manage hub teams including Hub Manager, Hub In-charge.
• Monitor key operational metrics such as fill rate, cancellations, SLA adherence, and service quality
• Ensure smooth onboarding, training, and deployment of new partners
• Identify and resolve operational bottlenecks at the hub and cluster level
• Maintain discipline, attendance, and compliance across field workforce
• Drive continuous improvement in processes, customer experience, and partner satisfaction
• Coordinate with central teams (Supply, Training, QA, HR) for seamless execution

What We are Looking For

• 5-8 years of experience in operations, field operations, or workforce-heavy environments
• Strong experience in managing blue-collar workforce / field teams
• Proven ability to handle multi-hub or cluster-level operations
• Strong problem-solving and execution mindset
• Good understanding of demand-supply management and workforce planning
• Ability to work in fast-paced, high-growth environments
• Strong team management and stakeholder coordination skills

Good to Have

• Experience in hyperlocal services / logistics / facility management / gig platforms
• Exposure to hub operations or last-mile operations
• Familiarity with operational dashboards and metrics tracking