Senior Category Manager- CxPx

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.
Job Description:
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:
1. 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.
2. 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.
3. 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.
4. 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 efficient
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

Work arrangement
No