Urban Company - General Manager - Customer Experience

About the Role & Team :

- Our business is executed by small high powered teams for each sub-vertical handling all aspects of business for a cluster of 3-4 cities. This team is led by a Cluster Lead. The right individual should have a combination of sharp analytical decision making, sound business judgement, robust result driven execution and creative iterative business building.

- A Cluster Lead would typically oversee a team of 7-8 Senior Category Managers, Category Managers and be responsible for all aspects of operations of 1,000-2,000 UC partners.

What You'll Do :

- Maintaining smooth and high quality operations of the customer and partner experience team.

- This will entail projections of number of escalations to be handled, manpower planning, designing the SOP to handle escalations in conjunction with business teams and enabling agents to handle them well.

- Problem solving: Deliver best customer experience while reducing the cost of doing so - reduce core error rates in certain categories, use automations -finalizing the design with product team, using Gen AI/Chat GPT to improve the quality automated interactions etc.

- Cross functional collaboration: with the business and tech teams to make continuous improvements in the system.

- Leadership- leading a high quality team of 5-6 direct subordinates and a total team of 15-20 people.

- In a nutshell, the Cluster Lead is expected to completely own and drive the business, the team and make all decisions for the city cluster. If being a lynchpin of an organization and business excites you, we'd love to meet you and talk more.

What we Need :

- 3-6 years of experience in a high growth operations based startup, FMCG or other consumer companies, or consulting

- High sense of ownership and a penchant for excellence

- Prior experience in operations or category management a bonus

What can you expect :

- A great work environment with massive ownership and growth opportunities - we hire folks for a career opportunity, not just the role.

- Energy and hustle of a startup with processes and depth of a big organization

- Expect to work with people you can learn from and are invested in your growth

- Opportunity to be part of the mission to transform customer and partner experience

- Latest tools and technology to get things done provided by the company

- Health insurance benefits for you and your family

At Urban Company we are committed to providing equal and fair opportunities in employment and creating an inclusive work environment. We endeavor to maintain a work environment free from harassment based on age, colour, physical ability, marital status, parental status, ethnic origin, religion, sexual orientation, or gender identity.