Category Head - Ops

Role- Category Head - OpsExperience- Minimum 7+ years ops experienceLocation- Gurgaon (onsite- 6 days work week)About Role- We're building India's most trusted on-demand home services platform for pets - grooming, walking, sitting, and vet visits, all at your doorstep. We're early, moving fast, and need a senior operator who can build the machine while running it. This is not a maintain-the-status-quo role. You'll shape how we grow supply, how orders get fulfilled, and how our service partners stay and succeed with us.WHAT YOU'LL OWN1. Supply Building • Own end-to-end supply acquisition - from pipeline building to onboarding - for bothexperienced professionals and freshers entering the pet care space.• Design and run structured onboarding programs that get new supply productive fast, regardless of prior experience.• Identify untapped supply pools (groomers, walkers, sitters, vets) and build scalable playbooks to reach them repeatedly.• Work closely with founders and product to remove friction in the supply sign-up and activation funnel.2. Supply Expansion & Order Execution (Growth · Day-to-day ops excellence)• Drive supply growth across new geographies, categories, or pet service segments as the business scales.• Own the daily execution of bookings end-to-end - matching the right partner to each pet, managing scheduling, handling exceptions, and ensuring an on-time experience every time.• Build and monitor ops dashboards; define SLAs and ensure they're met consistently.• Identify bottlenecks in the order flow and fix them fast - you won't wait for someone else to raise the flag.• Collaborate with tech/product to translate operational pain points into product improvements.3. Service Partner Retention & Management (Relationships · Performance · Long-term trust)• Build strong, trust-based relationships with service partners - be the person they call when something goes wrong.• Run structured check-ins, performance reviews, and feedback loops to keep partners engaged and high-performing.• Track partner health metrics (activity rates, satisfaction scores, churn signals) and intervene early.• Develop incentive and recognition programs that improve retention and partner loyalty over time.• Act as the voice of the partner internally - bring their feedback into product, policy, and strategy conversations.WHAT WE'RE LOOKING FOR• Minimum 7+ years in operations - marketplace, hyperlocal, or on-demand services experience is a strong plus.• Proven track record of building and scaling supply - not just managing it.• Strong execution instincts: you can zoom out to set strategy and zoom in to get things done.• Data-driven, but not paralysed by data - you make calls with imperfect information.• High ownership mindset; comfortable with ambiguity and rapidly changing priorities.• Excellent communication and stakeholder management skills across internal and external parties.Interested candidates can directly apply to our internal portal as well: Link