Senior Category Manager - Ops

Job description

About the Company: Urban Company is a leading technology platform that connects customers with trusted professionals for a wide range of home services. From beauty and wellness to home repairs and maintenance, we deliver high-quality, reliable services at the customer’s convenience. Founded in 2014 (formerly UrbanClap), the company was built to transform an unorganized and fragmented home services industry. With a strong focus on customer love, partner empowerment, and a technology-first approach, Urban Company continues to redefine service delivery standards while enabling service professionals to build sustainable livelihoods. About the Role: As a Senior Category Field Operations Manager – Insta Help, you will lead and optimize on-ground operations for fast-response, high-frequency service categories. The role demands a strong focus on speed, reliability, partner performance, and customer experience in a dynamic, real-time service environment. Key Responsibilities: ● Conduct regular field audits and market visits to identify gaps and improve execution ● Drive operational excellence for the Insta Help category, ensuring fast turnaround times and high service reliability ● Design and implement strategies to improve on-ground efficiency, cost optimization, and service quality. ● Collaborate with supply and fleet teams to ensure optimal partner availability and allocation during peak demand ● Lead partner onboarding, training, and capability-building initiatives for consistent service quality ● Track and manage service partner performance, providing coaching, feedback, and corrective actions ● Handle and resolve critical escalations to maintain customer trust and experience ● Work closely with product, marketing, and support teams to drive category growth and operational alignment Required Skillset: ● Experience in on-ground operations, hyperlocal logistics, or quick-service environments ● Excellent stakeholder management and leadership skills ● Ability to thrive in a fast-paced, high-ownership environment ● Strong analytical mindset with the ability to derive insights from operational data and drive decisions ● Understanding of supply-demand dynamics and partner lifecycle management ● Strong problem-solving approach with a bias for action. Bachelor’s degree in Engineering, Operations, Supply Chain, or related field 2–5 years of relevant experience in operations, logistics, or service delivery