Category Head - Ops

Employ; Gurugram District; On-site; INR 2,000,000 - 3,200,000; Full time

Job summary

Employ is building India's trusted on-demand home services platform for pets, based in Gurgaon (onsite). We seek a senior operator to shape growth, manage supply, and ensure partners stay and succeed with us.

You’ll own supply onboarding, design scalable activation playbooks, and drive cross-geography expansion while optimizing daily booking execution and partner relationships. As a senior operator, you’ll work with founders and product to remove friction, build dashboards, and set performance

Qualifications

• Minimum 7+ years of operations experience.
• Experience in marketplace, hyperlocal, or on-demand services is a strong plus.
• High ownership mindset with ambiguity handling and stakeholder management skills.

Responsibilities

• Own end-to-end supply acquisition and onboarding for professionals and new entrants.
• Design onboarding programs to activate supply quickly and at scale.
• Drive supply growth across geographies and service categories and manage daily bookings end-to-end.
• Build and monitor operations dashboards and define SLAs to ensure on-time experiences.

Job description

Experience- Minimum 7+ years ops experience

Location- 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 OWN

1. 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.