About the Company

Urban Company is a tech-enabled home services marketplace. Customers use our platform to book services, such as beauty treatments, haircuts, massage therapy,

cleaning, plumbing, carpentry, appliance repair, painting , which are 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’s India business is divided into three large verticals with several core categories within these verticals.

● Beauty vertical o Salon for women: Skin-care services o Salon for women: Hair, nails and make-up o Men’s grooming o Spa therapy for men and women o Treatments

● Home vertical o AC and appliance repair o Cleaning and Pest control o Electricians, Plumbers and Carpenters o Painting

● Products business (Largely B2B sales)

o Beauty & spa products: Both OEM and private labels o Water purifiers, RO filters etc.

o Home solutions store o Cleaning products

“Our Commitment to Building a Diverse and Inclusive Workplace”

Urban Company is committed to providing equal opportunities in employment and creating an inclusive work environment. We endeavor to –

● Provide equal and fair opportunities for employment to all qualified applicants.

● 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.

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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:

- 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.

- 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.
- 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.
- 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 effective automated solutions that enhance the customer and partner experience.

What We Need:

● Minimum 1-2 years experience in an ops-related/consulting/strategy role.

● Demonstrated ability to guide and coach high performing teams, collaborate across multiple work streams

● Focused on delivering high quality outcomes

● Highly enthusiastic, embraces obstacles, and excels at critical thinking.

What can you expect:

● Empowering work environment with high ownership, trust and opportunities to learn and grow

● A culture of mentorship, collaboration and innovation

● A technology first mindset

● Employee benefits to meet all your well being needs

📌 Senior Category Manager- CxPx (Gurugram)
🏢 Urban
📍 Gurugram