Slash | Fulfills 'Your Needs' with Care
Website:
goslash.com
Job details:
Role Overview
We are looking for a dynamic and execution-focused Service Fulfillment Head to lead and scale our on-ground service operations across key cities. This role is responsible for ensuring seamless service delivery, optimizing supply (service professionals), and driving customer satisfaction at scale.
Key Responsibilities
1. Supply & Operations Management
- Build, manage, and scale a reliable network of service professionals (technicians, cleaners, beauty experts, etc.)
- Ensure optimal supply-demand matching and high service availability across zones
- Drive daily operations to ensure on-time service delivery and minimal cancellations
2. Fulfillment Excellence
- Own end-to-end service fulfillment metrics: success rate, turnaround time, first-time resolution, and NPS
- Identify bottlenecks and implement process improvements to enhance efficiency and quality
- Standardize SOPs for service delivery and enforce compliance
3. Partner Lifecycle Management
- Oversee onboarding, training, and certification of service partners
- Drive partner engagement, retention, and performance improvement
- Implement incentive structures and performance tracking systems
4. City-Level Strategy & Expansion
- Lead city-level operational strategy and expansion planning
- Launch new service categories and scale existing ones
- Collaborate with demand, product, and marketing teams to align supply readiness with growth plans
5. Quality & Customer Experience
- Ensure high-quality service delivery and customer satisfaction
- Monitor customer feedback and implement corrective actions
- Reduce complaints, refunds, and escalations through proactive measures
6. Data-Driven Decision Making
- Track and analyze key operational metrics and dashboards
- Use insights to optimize routing, scheduling, and workforce allocation
- Drive continuous improvement through experimentation
Key Metrics Owned
- Service Fulfillment Rate
- On-Time Delivery
- Customer NPS / Ratings
- Partner Utilization & Productivity
- Cancellation & Refund Rates
Requirements
- 5–10+ years of experience in operations, supply, or fulfillment roles
- Prior experience in marketplaces or service platforms (e.g., Urban Company, NoBroker, YesMadam, or similar) preferred
- Strong understanding of hyperlocal operations and workforce management
- Proven ability to scale operations in fast-paced environments
- Excellent problem-solving and analytical skills
- Strong leadership and team management experience
What We’re Looking For
- Hustler mindset with strong ownership
- Ability to operate at both strategic and execution levels
- Customer-first thinking
- Data-driven decision maker
- Strong bias for action
Why Join Us
- Opportunity to build and scale a high-growth service marketplace
- High ownership and impact role
- Work closely with founding team
- Fast-paced, entrepreneurial environment
Click on Apply to know more.