Senior Category Manager - Customer & Partner Experience

About the 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, realised 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

We are seeking a highly motivated individual to join our team as a Senior Manager in the Customer and Partner Experience team. As a Senior Manager, you will play a pivotal role in ensuring exceptional service for our customers and partners. Here’s what the role entails:

Responsibilities:

1. Team Leadership:

• Lead a team dedicated to handling customer and partner queries, ensuring efficient resolution of grievances.
• Foster a positive and collaborative team environment, promoting growth and development among team members.

2. Quality Resolution and Cost Optimization:

• Focus on providing high-quality resolutions to customer and partner Issues while optimizing costs, ensuring efficiency and effectiveness in service delivery.

3. Collaboration with Business Teams:

• Collaborate closely with business teams to identify and address root causes of customer and partner issues, enabling proactive problem-solving strategies.

4. Automation and Innovation:

• Work closely with the product team to develop innovative automations for customers and partners.
• Utilize generative AI technologies to create delightful and efficient automated solutions that enhance the customer and partner experience.

What We Need:

1. Minimum 1-2 years experience in an ops-related/consulting/strategy role.
2. Demonstrated ability to guide and coach high performing teams, collaborate across multiple work streams.
3. Focused on delivering high quality outcomes.
4. Highly enthusiastic, embraces obstacles, and excels at critical thinking.

What can you expect:

1. Empowering work environment with high ownership, trust and opportunities to learn and grow.
2. A culture of mentorship, collaboration and innovation.
3. A technology first mindset.
4. Employee benefits to meet all your well being needs

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, color, physical ability, marital status, parental status, ethnic origin, religion, sexual orientation, or gender identity.