Role Overview

We are looking for a hands-on Manager for Field Operations of an upcoming business, to manage the end-to-end service delivery of an on-demand consumer services business. The role will ensure that the right associates are onboarded, verified, trained and deployed to customers while maintaining high standards of service quality, safety, compliance and customer experience.

Candidate should have experience managing field operations and distributed workforces in a fast-paced quick commerce service environment.

Key Responsibilities

Managerial Responsibilities

- Lead the launch and execution of the pilot within a defined geographic area, establishing the operating model for future scale.
- Develop the area onboarding strategy for customers and service associates, ensuring adequate resources to meet anticipated demand.
- Map and establish end-to-end processes for onboarding, job allocation, service delivery, payments and customer support.
- Conceptualise and implement required SOPs, systems, controls and operational workflows, continuously improving them based on pilot learnings.
- Ensure associates and operational staff are appropriately onboarded and trained, including effective use of the application and adherence to service standards.
- Establish and monitor customer and associate safety protocols, including verification, incident management and escalation procedures.
- Track pilot performance, identify operational gaps and develop a repeatable operating model to scale the business across additional locations.

Associate Management & Training

- Ensure adequate associate availability based on business demand.
- Ensure associates complete required documentation, background verification, onboarding and training before deployment.
- Oversee functional,



behavioural and safety training and identify requirements for refresher training.
- Monitor associate attendance, productivity, performance and retention.

Workforce Planning & Service Delivery

- Plan associate availability based on customer demand, geography and peak service hours.
- Ensure efficient job allocation based on associate skills, training, location and availability.
- Monitor fulfilment, utilisation, cancellations, delays and service failures.
- Intervene and resolve operational issues to ensure continuity of service.

Customer Experience & Safety

- Ensure a smooth customer onboarding and service experience.
- Monitor customer feedback, ratings and complaints and resolve critical escalations.
- Establish and implement protocols to ensure the safety of both customers and associates.
- Investigate service or safety incidents and ensure timely corrective action.

Payments, Compliance & Controls

- Coordinate with Finance for customer payment reconciliation, associate payouts, incentives and reimbursements.
- Ensure applicable taxes, deductions and statutory requirements are appropriately processed in coordination with Finance.
- Maintain required operational, training, safety and compliance records.
- Conduct periodic process, safety and service-quality audits.

Process & Performance Management





- Develop and continuously improve SOPs for onboarding, training, job allocation, service delivery, safety and escalations.
- Monitor operational KPIs including fulfilment, utilisation, productivity, customer satisfaction, complaints and associate retention.
- Identify opportunities to improve efficiency and reduce unnecessary manual intervention.
- Manage and develop field supervisors/team leaders and support expansion into new service areas.

Candidate Profile

- Graduate/Postgraduate with approximately 5–8 years of operations experience.
- Experience in B2C consumer services, on-demand/home services, quick commerce, hyperlocal operations or facility management
- Experience managing large field workforces.
- Strong understanding of business demand, workforce planning, job allocation, service quality and customer escalations.
- Strong process orientation with the ability to develop SOPs and operational controls.
- Comfortable working with data, dashboards and operational KPIs.
- Hands-on problem solver comfortable working in a rapid-paced startup environment.

About PeopleWiz For over a decade, PeopleWiz Consulting has partnered with organisations across industries and geographies, helping them build stronger, future-ready organisations. With this experience and a strong foundation behind us, we are now entering a new chapter—diversifying into a new business vertical. We are looking to build a core team that will take this venture from concept to pilot, establish a strong operating model, and lead its growth and scale. Industry: On-Demand Services

Employment Type: Full-Time

Compensation: As per industry standards

Pay: ₹15,000.00 - ₹60,000.00 per month

Work Location: In person

📌 Manager – Operations (Pune)
🏢 Peoplewizconsulting
📍 Pune