About iMAGN HPS:

iMAGN HPS is JSW Paints' home painting services vertical, a tech-enabled, professionally delivered home painting experience operating across PAN India. The business is in active scale-up mode, with a sharp focus on elevating on-site delivery standards, contractor capability, and customer experience consistency across every city we operate in.

The Role:

The Program Manager Site Execution Excellence owns what happens on the ground, the actual quality of every job delivered under the iMAGN HPS flag. You will be responsible for ensuring that every site from job allocation to customer handover runs to a defined standard. You will manage contractor supply and capability, enforce execution SOPs, drive safety compliance, and resolve every friction point that sits between a booked job and a delighted customer. This role demands someone who is equally comfortable on a job site in Tier 2 and in a review meeting with senior leadership and who treats both with the same rigour.

Key Responsibility Areas:

1. Site Execution Excellence:

- Own end-to-end on-site delivery standards across all active cities.

- Deploy and enforce execution SOPs at every job surface preparation, application, finishing, and handover.

- Conduct and oversee on-site audits and quality checks; build a structured audit calendar.

- Drive resolution of all site-level escalations within defined SLAs.

- Track and reduce rework rates, incomplete jobs, and customer-reported execution failures.

2. Contractor Supply & Readiness:

- Maintain city-wise contractor supply pipeline identification, evaluation, onboarding.

- Map demand vs. capacity continuously; flag supply gaps before they hit fulfilment.

- Own contractor database skills, certifications, ratings, availability, tier classification.

3. Contractor Performance Management:

- Track contractor KPIs quality scores, timeline adherence, customer feedback ratings.

- Run monthly reviews; build improvement plans for underperformers.

- Manage tier upgrades and blacklisting decisions basis objective criteria.

4. Safety & Compliance:

- Enforce non-negotiable safety standards on every active site PPE, harness, protocols.

- Build and maintain incident tracking systems; drive preventive mechanisms.

- Ensure zero tolerance on safety violations; own escalation and corrective action.

5. Training & Capability Building:

- Drive technical training programs application techniques, surface prep, tools, finishes.

- Own safety induction and certification for all onboarded contractors.

- Build soft skills and customer behavior training; run recognition and certification programs.

6. Execution Planning & Coordination:

- Own daily job allocation across contractor pool by city.

- Coordinate with field RAs for scheduling, job readiness, and peak demand management.

- Ensure pre-job briefing is completed for every site contractor and customer aligned before work begins.

7. Customer Experience Execution Layer:

- Own all contractor-linked customer complaints acknowledge, resolve, close loop.

- Ensure customer expectation setting before job start; standardise pre-job briefing protocol.

- Track CSAT and NPS at job level; identify execution patterns driving detraction.

What We're Looking For:

- 5-8 years in field operations, site execution, or service delivery roles home services, facility management, construction, or allied industries preferred.

- Demonstrated experience managing distributed blue-collar / contractor workforce at scale.

- Strong process orientation you build systems, not just solve problems one at a time.

- Comfortable on job sites as much as in boardrooms; willing to travel PAN India.

- Data fluency able to build trackers, read patterns, and present insights to leadership.

- Calm under pressure; strong escalation management instincts.

- Safety-first mindset non-negotiable.

What This Role Offers:

- Ownership of the delivery engine of a fast-scaling home services brand.

- Direct exposure to business leadership and high-visibility P&L environment.

- Opportunity to build and institutionalise execution systems from the ground up.

- Growth path into Operations leadership as the business expands PAN India.