Cluster Manager - Operations (Multiple Cities)

Pronto; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Pronto is seeking a hands-on Cluster Manager Operations to oversee end-to-end operations across multiple hubs within a cluster in India. You will drive supply performance, ensure service quality, and manage field teams to deliver strong operational outcomes.

You will optimize processes, maintain high partner and customer experience, and coordinate with central teams to ensure seamless execution. A hands-on leader capable of scaling operations in a fast-paced environment is required.

Qualifications

• 5-8 years of experience in operations, field operations, or workforce-heavy environments.
• Strong experience in managing blue-collar workforce / field teams.
• Proven ability to handle multi-hub or cluster-level operations.
• Strong problem-solving and execution mindset.
• Good understanding of demand-supply management and workforce planning.
• Ability to work in fast-paced, high-growth environments.
• Strong team management and stakeholder coordination skills.

Responsibilities

• Own day-to-day operations across multiple hubs within the assigned cluster.
• Ensure optimal supply availability and manage demand-supply alignment.
• Drive partner (Field workforce) performance, productivity, and utilization.
• Manage hub teams including Hub Manager, Hub In-charge.
• Monitor key operational metrics such as fill rate, cancellations, SLA adherence, and service quality.
• Ensure smooth onboarding, training, and deployment of new partners.
• Identify and resolve operational bottlenecks at the hub and cluster level.
• Maintain discipline, attendance, and compliance across field workforce.
• Drive continuous improvement in processes, customer experience, and partner satisfaction.
• Coordinate with central teams (Supply, Training, QA, HR) for seamless execution.

Skills

Operations management

Field operations

Workforce planning

Team management

Stakeholder coordination

Tools

Operational dashboards

Job description

About the Role

As a Cluster Manager Operations at Pronto, you will be responsible for managing end-to-end operations across multiple hubs within a cluster. This includes driving supply performance, ensuring service quality, managing field teams, and delivering strong operational outcomes.

This role requires a hands-on leader who can manage ground operations, optimize processes, and ensure seamless service delivery while maintaining high standards of partner and customer experience.

What You will Drive:

• Own day-to-day operations across multiple hubs within the assigned cluster
• Ensure optimal supply availability and manage demand-supply alignment
• Drive partner (Field workforce) performance, productivity, and utilization
• Manage hub teams including Hub Manager, Hub In-charge.
• Monitor key operational metrics such as fill rate, cancellations, SLA adherence, and service quality
• Ensure smooth onboarding, training, and deployment of new partners
• Identify and resolve operational bottlenecks at the hub and cluster level
• Maintain discipline, attendance, and compliance across field workforce
• Drive continuous improvement in processes, customer experience, and partner satisfaction
• Coordinate with central teams (Supply, Training, QA, HR) for seamless execution

What We are Looking For

• 5-8 years of experience in operations, field operations, or workforce-heavy environments
• Strong experience in managing blue-collar workforce / field teams
• Proven ability to handle multi-hub or cluster-level operations
• Strong problem-solving and execution mindset
• Good understanding of demand-supply management and workforce planning
• Ability to work in fast-paced, high-growth environments
• Strong team management and stakeholder coordination skills

Good to Have

• Experience in hyperlocal services / logistics / facility management / gig platforms
• Exposure to hub operations or last-mile operations
• Familiarity with operational dashboards and metrics tracking