Operation Manager

OPERATIONS HEAD – CITY OPERATIONS & EXPANSION

Tenzo

Building India’s Instant Home Services Infrastructure

Based on your earlier structure and requirements , this combined role merges:

●               city leadership

●               operations execution

●               expansion strategy

●               supply planning

●               workforce infrastructure

●               operational scalability

●               profitability ownership into one strong leadership role.

About Inorvia Global Tech Pvt Ltd(Tenzo)

Tenzo is an on-demand home services platform redefining how urban India accesses household help.

We are building a technology-enabled, operations-first company delivering trained and verified experts to households within minutes through a hyperlocal hub-based operational model.

Operations Head – City Operations & Expansion

Role Overview

The Operations Head will be responsible for leading and scaling Tenzo’s complete Hyderabad operations ecosystem across:

●      city expansion

●      operational planning

●      real-time execution

●      supply growth

●      workforce management

●      fulfillment optimization

●      operational profitability

●      cluster scalability

This is a highly strategic and execution-intensive leadership role requiring someone who can:

●      build systems

●      scale operations rapidly

●      solve operational bottlenecks

●      manage large field teams

●      execute hyperlocal expansion

●      improve operational efficiency continuously

This role combines:

Core Responsibilities

1.    City Operations Leadership

●      Own and lead end-to-end Hyderabad operations

●      Build and scale operational systems across the city

●      Ensure smooth daily execution across all hubs and clusters

●      Drive operational consistency and reliability

●      Monitor and optimize city-wide operational performance

●      Build scalable SOPs and operational workflows

●      Improve customer experience and fulfillment quality

2.    Expansion Planning & Cluster Growth

●      Identify and launch new operational clusters across Hyderabad ● Develop city expansion roadmap based on:

○ household density

○ demand potential

○ operational feasibility

○ workforce availability

○ cluster profitability

●      Analyze high-density gated communities and urban micro-markets

●      Plan and scale new operational hubs

●      Ensure efficient rollout and stabilization of new clusters

●      Build long-term scalable operational infrastructure for city-wide growth

3.         Supply Planning & Workforce Infrastructure

●      Build and scale Tenzo’s workforce ecosystem

●      Ensure sufficient expert supply across operational zones ● Plan workforce allocation based on:

○ demand trends

○ peak hours

○ cluster density ○ operational load ● Oversee:

○ onboarding

○ scheduling

○ deployment

○ attendance

○ retention

○ workforce productivity

●      Improve orders per expert/day and utilization rates

●      Reduce idle time and absenteeism

●      Work closely with HR and training teams to maintain workforce quality

4.         Real-Time Operations & Fulfillment Management

●      Monitor city-wide live operations continuously ● Ensure high fulfillment rates across all clusters ● Optimize:

○ dispatch efficiency

○ order allocation

○ expert routing

○ turnaround time

○ time-to-assign ● Reduce:

○ cancellations

○ delays

○ operational downtime

○ unfulfilled demand

●      Maintain customer SLAs and operational reliability standards

5.    Operational Planning & Scalability

●      Forecast operational demand and supply requirements ● Build scalable workforce and hub planning models ● Create operational strategies for:

○ peak demand periods

○ expansion zones

○ expert scaling

○ operational optimization

●      Improve operational throughput and density economics

●      Support technology-led automation initiatives

6.         KPI Ownership & Performance Management

Own and improve key city-level metrics including:

Operational KPIs

●      Orders/day

●      Orders per hub

●      Fulfillment rate

●      Orders per expert/day

●      Expert utilization

●      Cancellation %

●      Repeat customer %

●      Customer ratings

●      Time-to-assign

●      Order completion time

●      Attendance & retention

Financial & Efficiency KPIs

●      Cost per order

●      Revenue per expert

●      Cluster profitability

●      Contribution margins

●      Operational efficiency

●      Hub productivity

●      Workforce productivity

7.         Team Leadership & Organizational Building

●      Lead and scale city operations teams including:

○      Hub Managers

○ Supervisors

○ Dispatch teams

○ Operations Executives

○ Workforce teams

●      Build a strong execution-focused operational culture ● Conduct:

○      performance reviews

○ audits

○ KPI evaluations

○ operational reviews

●      Hire and mentor operational leadership talent

●      Build accountability systems across city operations

8.         Strategic Execution & Cross-Functional Coordination

●      Work directly with founders on:

○ city strategy

○ operational scaling

○ expansion planning

○ profitability improvement

○ process optimization ● Coordinate closely with:

○ Product

○ Technology

○ Marketing

○ HR

○ Finance

○ Analytics teams

●      Improve SOPs and operational systems continuously

●      Support automation and operational intelligence initiatives

Skills Required

Operational Excellence

●      Strong operational execution capability

●      Ability to scale city-wide operations rapidly

●      Deep understanding of hyperlocal operational systems

Planning & Expansion

●      Strong city planning and cluster expansion ability

●      Demand-supply forecasting capability

●      Operational scalability mindset

Leadership

●      Experience managing large operational teams

●      Strong people management skills

●      High ownership mindset

Analytical Capability

●      Data-driven decision-making

●      Strong understanding of operational metrics and unit economics

●      Ability to identify bottlenecks and improve systems

Startup Mindset

●      Fast execution capability

●      Comfortable with ambiguity

●      Ability to work under pressure in high-growth environments

Why Join Tenzo

●      Opportunity to build a category-defining company

●      Lead one of India’s largest offline-to-online opportunities

●      High ownership and leadership visibility

●      Direct exposure to founders and strategic decisions

●      Fast-growth startup environment

●      Build large-scale operational infrastructure from the ground up ● Opportunity to shape the future of urban services in India

• It is a Full Time Sales / Business Development job for candidates with 6+ years of experience.