Job Title: Operations Manager
Company: Hoora Technologies
Location: Mumbai (On-field / Office)
Reports to: Head of Operations / Founder
Experience: 2–4 years in high-growth Ops (Startup, E-com, FMCG)
Employment Type: Full-time
Salary: 4-8 LPA
Keywords: Operations Management, City Operations, Field Operations, On-ground Operations, Partner Management, Vendor Management, Team Leadership, SOP Management, Quality Audits, Supply Chain, Blue Collar Workforce, FMCG Operations, Startup Operations, Territory Management, NPS, Process Improvement, Data-driven Operations.
Job Mission
Your mission is to own the Mumbai territory and ensure that every car or bike wash delivered by Hoora is standardized, high-quality, and reliable. You will bridge the gap between technology and ground reality by managing the entire supply chain of Service Partners (Washing Professionals) and the Partner Managers who lead them. You are the custodian of Customer Love and Partner Livelihood in your region.
Key Responsibilities1. Operational Excellence and Quality Control
- Supply Chain Ownership: Manage the end-to-end lifecycle of Service Partners (Washing Professionals)—from selection and onboarding to rigorous training on Hoora’s standardized protocols.
- Service Standardization: Conduct regular audits to ensure partners are using the correct products, tools, and technology to deliver a 5-star experience every time.
- Process Innovation: Identify operational bottlenecks in the Mumbai geography and build first-principle solutions to eliminate them.
2. People and Partner Management
- Leading the Tier: Manage a team of Partner Managers, ensuring they are effectively monitoring and supporting the ground-level washing professionals.
- Partner Empowerment: Act as a champion for our Service Partners. Improve their earnings, retention, and overall engagement with the Hoora platform.
- Conflict Resolution: Handle high-level escalations between partners and customers, ensuring a fair and swift resolution inside the room.
3. Business Growth and Metrics
- KPI Ownership: You are responsible for TAT (Turnaround Time), NPS (Net Promoter Score), and Service Fulfillment Rates across Mumbai.
- City Expansion: Lead 0 to 1 projects for new hub launches within Mumbai, managing logistics, supply setup, and initial market penetration.
- Cross-functional Collaboration: Work closely with the Tech team to improve the partner app and with the Marketing team to align supply with incoming demand.
Ideal Candidate Profile
- Experience (Mandatory): 2–4 years of hands-on experience in a high-growth operations-based startup (e.g., Urban Company, Zomato, Swiggy, or similar E-com/FMCG setups).
- The Maker/Builder Mindset: You do not just follow SOPs; you create them. You love building systems from scratch and iterating based on ground feedback.
- Analytical Problem Solver: You solve problems using first principles and are comfortable using data (Excel/Dashboards) to drive operational decisions.
- Stakeholder Management: You are equally comfortable talking to a board-level Founder as you are coaching a blue-collar service professional on the street.
- Ownership: You treat the Mumbai business as your own. You have a bias for action and a penchant for excellence.
What to Expect at Hoora
- Massive Ownership: We believe it is Day 0. You will have the freedom to propose and change the way we operate.
- Direct Impact: Your work directly influences the livelihoods of hundreds of partners and the vehicle-care experience of thousands of customers.
- Growth: Opportunity to move into senior leadership or category management as Hoora scales nationally.
