City Operations Lead

Pronto; Chennai District; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Pronto is seeking a City Operations Lead to own city-level execution, workforce reliability, and customer experience across Chennai. You will drive end-to-end service delivery, manage field teams, onboarding, attendance, and productivity, and ensure high fulfillment and availability to meet daily demand.

In this fast-paced startup, you will monitor customer feedback, coordinate with vendors, and uphold onboarding and compliance standards while tracking city KPIs and driving continuous

Qualifications

• 6-10 years of experience in city operations, service operations, or workforce-heavy environments.
• Experience managing large field teams or workforce operations.
• Strong people leadership, problem-solving, and execution skills.
• Ability to work in fast-paced startup environments.

Responsibilities

• Own end-to-end city operations, ensuring smooth service delivery across zones.
• Manage field teams and workforce operations, including onboarding, attendance, and productivity.
• Ensure high service fulfillment and workforce availability to meet daily demand.
• Monitor customer feedback and escalations, ensuring timely resolution and strong service quality.
• Coordinate with vendors and verification partners to maintain onboarding and compliance standards.
• Track city-level operational KPIs such as fulfillment rate, cancellations, and workforce retention.
• Identify operational gaps and drive process improvements to enhance efficiency.
• Support city expansion and scaling initiatives.

Skills

City operations

People leadership

Problem solving

Execution

Vendor coordination

Job description

We are looking for a City Operations Lead who will own city-level execution, workforce reliability, and customer experience while ensuring smooth day-to-day operations.

What You Will Drive:

• Own end-to-end city operations, ensuring smooth service delivery across zones.
• Manage field teams and workforce operations, including onboarding, attendance, and productivity.
• Ensure high service fulfillment and workforce availability to meet daily demand.
• Monitor customer feedback and escalations, ensuring timely resolution and strong service quality.
• Coordinate with vendors and verification partners to maintain onboarding and compliance standards.
• Track city-level operational KPIs such as fulfillment rate, cancellations, and workforce retention.
• Identify operational gaps and drive process improvements to enhance efficiency.
• Support city expansion and scaling initiatives.

What We Are Looking For:

• 6-10 years of experience in city operations, service operations, or workforce-heavy environments.
• Experience managing large field teams or workforce operations.
• Strong people leadership, problem-solving, and execution skills.
• Ability to work in fast-paced startup environments.
• Preferred background in home services, staffing, facility management, logistics, or hyperlocal operations.