Category Head/P&L Head - Operations & Customer Experience

Key Responsibilities:

- As the Category Leader (Director - Operations & Customer Experience (CX)), you will play a critical role in shaping and owning the end-to-end consumer experience

- From the start to the successful completion of every mission raised by consumers, you will be responsible for building and leading a high-performing operations team with a tech-first, AI-first mindset.

- This is a high-impact role, requiring a unique blend of strategy, execution excellence, and leadership.

- End-to-End Ownership: Take complete accountability for all missions raised by consumers, ensuring world-class service levels.

- Team Leadership: Lead and grow a team responsible for consumer engagement and mission fulfillment.

- AI-First Solutions: Build scalable, technology-driven solutions across consumer engagement and task fulfillment.

- Operational Excellence: Develop and implement scalable playbooks for rapid expansion and sustainable operations.

- Customer Experience: Own and enhance the end-to-end journey for users and service providers, driving engagement, loyalty, and satisfaction.

- Process & Playbook Creation: Design streamlined processes for onboarding, training, and quality control of consumer interactions.

- Founder Mindset: Take initiative, solve complex challenges, and deliver high-quality outcomes with ownership and speed.

What You'll Need:

- Customer-Obsessed: A deep passion for building exceptional consumer experiences.

- Strategic & Execution-Focused: Ability to craft a long-term vision and execute with operational rigor.

- Entrepreneurial & Action-Oriented: Thrive in ambiguity, enjoy building from 0-1, and move fast.

- Data-Driven & Process-Oriented: Strong analytical skills with the ability to scale efficiently and effectively.

- AI-First Thinking: Natural inclination to leverage AI and technology to drive business outcomes.