Job Description: Cluster Manager - Operations- SNABBIT
Location: Mumbai, Pawai & Marol
Experience Required: 5+ years overall, with a minimum of 3 years handling B2C operations at scale (1k+ daily orders/deliveries/appointments).
Key Responsibilities
1. Cluster Operations Management
○ End-to-end responsibility for business in the assigned cluster.
○ Ensure seamless service delivery, business growth, and expanding cluster reach.
○ Implement Standard Operating Procedures (SOPs) and processes, ensuring efficiency.
2. Team & Workforce Management
○ Hire, onboard, and manage gig workers ("Maestros").
○ Ensure workforce availability, minimize absenteeism, and manage attrition.
○ Drive employee engagement, productivity, and satisfaction.
3. Operational Excellence
○ Handle day-to-day operations, focusing on timeliness, productivity, and customer satisfaction (CSAT).
○ Resolve on-ground issues related to operations, workforce, and customer escalations.
4. Business Development & Reporting
○ Drive business growth through innovative strategies.
○ Share Voice of Customer (VOC) insights for continuous improvement.
Must-Have Qualifications
● Proven experience in field operations, particularly in high-velocity environments.
● Experience managing gig workers or similar teams in dynamic setups.
● Strong problem-solving skills and result-oriented mindset.
● Fluent in Marathi with excellent communication skills.
● Entrepreneurial drive; this role demands flexibility and is not a 9-to-5 job.
● Ownership of a bike for field visits.
Target Firms for Relevant Experience
● Quick Commerce (QC): Zepto, Blinkit, BigBasket.
● Third-Party Logistics (TPL): Delhivery, Shadowfax, XpressBees, Porter.
● QSR (Quick Service Restaurants): McDonald's, Domino's, Pizza Hut.
● On-Demand Services: Urban Company, Book My Bai, Yes Madam.
● Mobility Services: Uber, Ola, Rapido, BluSmart.
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