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