Operations Manager

About Giffy

Giffy is a hyperlocal home services startup built on a simple but radical idea: go deep before going wide. Rather than competing city-wide like Urban Company, Giffy penetrates one residential society at a time — building trust, community, and operational excellence from the ground up. Backed by the operational muscle of Fast Track Facilities (₹2.5Cr revenue, 85-person workforce), Giffy is redefining home services through worker dignity, direct employment, and genuine community relationships.

We are hiring for our Noida/Ghaziabad operations as we scale our society-first model.

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About the Role

The Operations Manager is the backbone of Giffy's daily execution. This person ensures that every service booking is fulfilled on time, every worker shows up prepared, and every society we operate in experiences consistently excellent service. You will own the operational heartbeat of the business — from worker scheduling and deployment to quality audits and society-level relationship management.

This is a ground-up, hands-on role. You will be in the field as much as you are at a desk. If you love solving real problems with real people and thrive in fast-paced, high-accountability environments, this is for you.

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Key Responsibilities

Worker Management

- Manage daily attendance, deployment, and scheduling of service workers across assigned societies

- Conduct morning briefings and ensure workers carry correct tools, uniforms, and materials

- Monitor worker punctuality, service quality, and customer feedback on a daily basis

- Identify training needs and coordinate skill development sessions

- Handle conflict resolution, worker grievances, and disciplinary action in coordination with HR

Booking & Service Fulfillment

- Oversee end-to-end fulfillment of all service bookings within your zone

- Ensure zero missed or delayed bookings through proactive tracking and backup planning

- Coordinate with the tech team to flag booking issues, cancellations, or rescheduling needs

- Manage last-minute deployment gaps due to worker absenteeism

Society & Hub Management

- Act as the operational point of contact for RWA managers and security personnel in assigned societies

- Ensure Giffy's on-ground presence (canopy, standees, collateral) is maintained and visible

- Track penetration rates within each society and drive increases through operational excellence

- Maintain a clean, organised hub/staging area for workers, materials, and equipment

Quality Control

- Conduct random on-site quality checks during and after service delivery

- Collect and act on customer feedback; escalate recurring issues immediately

- Maintain a complaint log and ensure resolution within defined TATs

- Implement standard operating procedures across all service categories

Reporting & Coordination

- Maintain daily operational reports: bookings fulfilled, worker deployment, complaints, anomalies

- Coordinate with the supply/procurement team for materials and consumables replenishment

- Provide weekly performance summaries to leadership

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Performance-Based Incentives

Incentives are tied to measurable outcomes, reviewed monthly:

- Booking fulfillment rate ≥ 97%: ₹1,500–₹3,000/month

- Society penetration growth +5% MoM per society: ₹1,000–₹2,000/month

- Customer complaint rate ≤ 2%: ₹500–₹1,000/month

- Worker attendance rate ≥ 90%: ₹500/month

- Quarterly operational excellence (Top performer): ₹5,000 bonus

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What We're Looking For

Must-have:

- 2–4 years of experience in field operations, logistics, facilities management, or a related role

- Strong people management skills — comfortable managing a team of 15–30 workers

- Highly organised with the ability to juggle multiple priorities simultaneously

- Willingness to be on the field from early morning (operations typically start 7:30 AM)

- Proficiency in basic tools: WhatsApp, Google Sheets, Excel

- Fluency in Hindi; basic English communication

Good to have:

- Prior experience in home services, facility management, or hyperlocal startups

- Familiarity with Noida/Ghaziabad residential society layouts and RWA structures

- Experience using operations software or field management apps

- Two-wheeler (preferred; travel allowance provided regardless)

Traits we value:

- Ownership mentality — you treat the operation as if it's your own business

- Calm under pressure — able to handle worker no-shows, customer escalations, and last-minute chaos without losing composure

- High trust — workers and customers should both feel they can rely on you

- Detail-oriented — you notice when something is off and you fix it before it becomes a problem

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Working Conditions

- Schedule: 6 days/week; typically Monday–Saturday or Tuesday–Sunday (rotational off)

- Hours: ~9–10 hours/day; early starts required (first deployments begin 7:30 AM)

- Field time: Expect 50–60% of time to be spent on-site across societies and the hub

- Travel: Local travel within Noida/Ghaziabad zone; travel allowance provided

- Probation: 3 months, with performance review and confirmation

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What Giffy Offers

- Competitive base salary with transparent, achievable incentive structure

- Direct exposure to startup operations and founder-level decision-making

- Fast growth path — this role is designed to scale into a Zonal/City Operations Head as we expand

- Opportunity to build and lead your own team

- A workplace that genuinely values worker dignity and operational integrity

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To apply, send your CV and a brief note on your most challenging operational problem you've solved to [email protected]. Shortlisted candidates will be contacted within 5 working days.

• Giffy is an equal opportunity employer. We believe great talent exists everywhere — in every society, in every background. We actively encourage applications from candidates who are hungry, honest, and want to build something meaningful.