Senior Category Manager- CxPx

Urban Company; Gurugram District; Hybrid; INR 5,000,000 - 7,000,000; Full time

Benefits offered by this job

Wellbeing benefits

Mentorship culture

Technology-first mindset

Job summary

Urban Company is seeking a Senior Manager in the Customer and Partner Experience team to drive exceptional service delivery for customers and partners. You will lead a dedicated team, optimize resolutions, and collaborate closely with product and business teams to address root causes and deliver scalable improvements.

The role emphasizes automation, AI-powered solutions, and a technology-first mindset, with mentorship and growth opportunities in a dynamic, inclusive environment.

Qualifications

• 1-2 years experience in ops/strategy/consulting roles.
• Ability to coach and guide high-performing teams across functions.
• Strong focus on delivering high-quality outcomes and customer-first approach.
• Enthusiastic, resilient, and capable of critical thinking in dynamic environments.

Responsibilities

• Lead a team handling customer and partner queries and ensure timely resolution of issues.
• Foster a positive, collaborative team environment and support team growth.
• Collaborate with business teams to address root causes and drive proactive solutions.
• Develop automation features with product teams using AI to enhance customer/partner experience.
• Promote a culture of innovation and continuous improvement across processes.

Skills

Team leadership

Customer experience

Analytical thinking

Generative AI

Tools

Automation tools

AI technologies

Job description

Urban Company is a tech-enabled home services marketplace. Customers use our

platform to book services, such as beauty treatments, haircuts, massage therapy,

cleaning, plumbing, carpentry, appliance repair, painting , which are delivered in the

comfort of their home and at a time of their choosing. We promise our customers a high

quality, standardized and reliable service experience. To fulfill this promise, we work

closely with our hand‑picked service partners, enabling them with technology, training,

products, tools, financing, insurance, and brand, helping them succeed and deliver on

this promise.

Urban Company’s India business is divided into three large verticals with several core

categories within these verticals.

• Beauty vertical
  • Salon for women: Skin-care services
  • Salon for women: Hair, nails and make-up
  • Men’s grooming
  • Spa therapy for men and women
  • Treatments
  • AC and appliance repair
  • Cleaning and Pest control
  • Electricians, Plumbers and Carpenters
  • Painting
• Products business (Largely B2B sales)
  • Beauty & spa products: Both OEM and private labels
  • Home solutions store
  • Cleaning products

“Our Commitment to Building a Diverse and Inclusive Workplace”

Urban Company is committed to providing equal opportunities in employment and

creating an inclusive work environment. We endeavor to –

• Provide equal and fair opportunities for employment to all qualified applicants.
• Maintain a work environment free from harassment based on age, color, physical
• ability, marital status, parental status, ethnic origin, religion, sexual orientation, or

Job Description

We are seeking a highly motivated individual to join our team as a Senior Manager in the Customer and Partner Experience team. As a Senior Manager, you will play a pivotal role in ensuring exceptional service for our customers and partners.

Here’s what the role entails:

Responsibilities

• Lead a team dedicated to handling customer and partner queries, ensuring efficient resolution of grievances.
• Foster a positive and collaborative team environment, promoting growth and development among team members.

Quality Resolution and Cost Optimization

• Focus on providing high-quality resolutions to customer and partner issues while optimizing costs, ensuring efficiency and effectiveness in

Collaboration with Business Teams

• Collaborate closely with business teams to identify and address root causes of customer and partner issues, enabling proactive problem-solving strategies.

Automation and Innovation

• Work closely with the product team to develop innovative automations for customers and partners.
• Utilize generative AI technologies to create delightful and efficient automated solutions that enhance the customer and partner experience.

What We Need

• Minimum 1-2 years experience in an ops-related/consulting/strategy role.
• Demonstrated ability to guide and coach high performing teams, collaborate across
• Focused on delivering high quality outcomes
• Highly enthusiastic, embraces obstacles, and excels at critical thinking.

What can you expect

• Empowering work environment with high ownership, trust and opportunities to learn and grow
• A culture of mentorship, collaboration and innovation
• A technology first mindset
• Employee benefits to meet all your well being needs