Category Manager

Category Manager (Operations) – Home Deep Cleaning Services

Company: Safsafaiwala.com

Location: Pune (work from office)

Salary: 40K - 50K

Employment type: Full-time

Reports to: Founder / Operations Lead

About SafsafaiwalaSafsafaiwala.com is a home deep cleaning services marketplace operating in Pune and Mumbai and expanding into Delhi-NCR. We connect customers with trained cleaning partners and focus on consistent, reliable service quality.

Role

Overview:

As Category Manager (Operations), you will own the cleaning category end to end. That covers the supply side (finding, onboarding and managing vendors) and the daily operations side (booking flow, allocation, scheduling and service delivery). You will be the link between our vendor network, our customer support team and the founders, and you will make sure customers get the same quality of service on every booking.

Key Responsibilities

1. Vendor Hiring and OnboardingSource, screen and onboard new vendors and cleaning partners in all operating cities

• Run onboarding, including documentation, verification, briefing and orientation
• Plan vendor supply by city, area and demand so that capacity matches booking volume
• Support the launch of new cities by building the local vendor base

2. Service Quality ManagementDefine and enforce service standards for each package (inclusions, exclusions, checklists, work process)

• Make sure vendors and their teams understand package scope before reaching the customer's home, so expectations are set correctly on site
• Monitor quality through customer ratings, reviews, complaints, repeat-service data and spot checks
• Investigate quality escalations with customer support and fix the root cause with the vendor
• Run training on cleaning techniques, equipment use, professional conduct and customer handling

3. Booking Operations (Operations Manager Responsibilities)Own the daily booking flow: confirmation, allocation of bookings to vendors, scheduling and rescheduling

• Make sure every booking is assigned, confirmed and delivered on time
• Handle no-shows, delays, last-minute cancellations and re-service requests
• Coordinate with the customer support team on escalations, scope disputes and refunds
• Keep service timings, communication and call practices in line with company policy
• Check booking, payout and commission inputs with the finance and dashboard team
• Maintain SOPs for booking, allocation, escalation and re-service processes

4. Vendor Relationship and Performance ManagementStay in regular contact with vendors through calls, visits and group communication

• Track vendor metrics such as punctuality, acceptance rate, ratings, cancellations and complaints
• Give vendors timely feedback and recognition, and take corrective action, warnings or offboarding where needed
• Handle vendor concerns on payouts, scheduling, commissions and policies
• Run vendor programs such as referrals, incentives and performance rewards

5. Category Growth and ReportingAnalyze booking and vendor data to find gaps in supply, quality or coverage

• Suggest new services, packages and pricing based on market and vendor insights
• Maintain accurate vendor, booking and performance reports
• Keep vendors in line with company policies, safety norms and SOPs
• Requirements 3 to 5 years of experience in category, vendor, supply or operations management, preferably in home services, a marketplace, facility management or on-demand services
• Experience hiring and managing field-level vendors or service partners
• Experience running day-to-day service operations, including scheduling, allocation and escalation handling
• Strong communication and negotiation skills in English, Hindi and Marathi
• Comfortable with data and reporting in Google Sheets or Excel and with CRM tools
• Problem-solving mindset, ownership and the ability to handle escalations calmly
• Willingness to travel and visit job sites when required

Good to Have

• Knowledge of professional cleaning methods, equipment and chemicals
• Experience launching or scaling supply in a new city
• Familiarity with quality frameworks, audits or checklists

KPIs

• Active vendors onboarded versus city targets
• Average customer rating and complaint rate
• On-time service rate and booking fulfilment rate
• Vendor retention and acceptance rate
• Repeat booking rate
• Time to resolve quality escalations and re-service requests

How to Apply?

Send your resume to 8591195692 or support@safsafaiwala.com