Head - Business & Operations

Description:

Location: Bengaluru

Reporting To: CEO

Level: Leadership Team

Role Mandate:

Own revenue growth, customer experience, and multi-city operations performance. This role drives topline, utilization, pricing strategy, and end-to-end customer journey outcomes while ensuring operational excellence and strong unit economics. A key member of the leadership team, responsible for translating strategy into execution across markets.

Core Responsibilities:

1. Revenue & P&L Ownership

- Deliver revenue, utilization, and contribution margin targets

- Lead pricing, yield optimization, and demand-supply planning

- Improve funnel conversion and monetization levers

- Drive city-level P&L accountability

2. Customer Experience

- Own end-to-end customer journey (booking to post-trip)

- Improve NPS, repeat rates, and complaint resolution metrics

- Reduce cancellations and service failures

- Institutionalize structured feedback-to-action mechanisms

3. Operations Leadership

- Oversee multi-city operations and supply readiness

- Improve asset uptime, turnaround times, and reliability

- Ensure SOP compliance and cost efficiency

- Build real-time performance dashboards and review cadences

4. Cross-Functional Execution

- Partner with Product, Tech, Marketing and Finance

- Align business priorities with execution roadmaps

- Present performance updates and strategic plans to the Board

Candidate Profile:

- 12-18 years of experience with proven P&L ownership

- Experience in marketplace, mobility, e-commerce, or tech-enabled services

- Strong background in revenue management and operations at scale

- Analytical, execution-focused, and customer-obsessed

- Comfortable operating in high-growth, ambiguous environments