Porter.in - Senior Manager - City Operations

About the role:
We need someone who'll walk in, feel the pulse of the city, and build Porter into the brand people think of first when they need to move anything - a sofa, a full house, or a single carton.
This isn't a "maintain and report" role. This is a "figure it out, fix it, grow it" role. You'll own everything - revenue, demand, supply, team, customer experience, and P&L.
Roles and Responsibilities:
1. Own the City. All of it.:
- Full P&L ownership across all Porter service lines in Kerala cities.
- Diagnose what's not working. Build what's missing. Scale what's working.
- Ensure operational discipline - TAT, SLAs, quality. No shortcuts.
2. Drive Demand. Not Just Fulfill It.:
- Design and execute demand initiatives - campaigns, partnerships, local activations - whatever it takes to get more orders rolling in.
- Work with central marketing and product teams to localize strategies that actually land in Kerala.
- Think like a founder for the cluster. If demand isn't growing, that's your problem to solve.
3. Build a Supply Engine:
- Own supply onboarding, activation, and retention.
- Quality-first supply base. Weed out the unreliable. Double down on the best.
- Make Kerala a market where partners want to work with Porter.
4. Customer Experience - Obsess Over It:
- Every bad experience is a story that spreads. Fix root causes, not symptoms.
- Handle escalations with speed. Build systems so the same problem doesn't come back twice.
5. Lead a 20+ Member Team:
- Hire sharp. Coach hard. Retain the best.
- Own attrition like it's your P&L metric - because it is.
- Set clear goals, run tight reviews, create a culture of ownership.
6. Know Kerala Better Than Anyone:
- Micro-market dynamics, pricing, competition, routes, customer behavior - you should have an opinion on all of it.
- Feed insights back to central teams. Be the voice of Kerala in every leadership room.
7. Cross-Functional Hustle:
- Partner with Product, Analytics, Central Ops for SOPs, GTMs, and process rollouts.
- You're not waiting for a playbook. You're writing one.
Who are we looking for?:
- 4 - 6 years in ops, category, or city-level P&L roles. You've run something, not just supported it.
- You've built teams. Not coordinated - actually hired, coached, and led.
- High data comfort + even higher ground instinct. You use both.
- You'll visit the field on day one. And day hundred.
- Communication that moves people - up, down, sideways.
Skills and Qualifications:
- Good Analytical and problem solving skills
- Communication and negotiation skills
- Ability to build rapport
- Time management and planning skills
- People management