Associate Director - Operations

Job Description Role: Director – Service Operations & Quality Company: Hoora Technologies Pvt Ltd Location: Nagpur (In-office) Experience: 10+ years of experience in business growth, expansions, sales & service. Work Week: 6 days Travel: Frequent Contact : anand@hoora.me About the Company Hoora is a full-stack vehicle care platform built to simplify how India maintains and manages its cars and bikes. Positioned as India’s #1 Car & Bike Care App , Hoora brings every essential automotive need into one seamless ecosystem. From doorstep car and bike wash to end-to-end service, insurance support, challan management, and a curated marketplace for products and accessories, Hoora functions as a complete 360° vehicle companion. Powered by technology, on-demand logistics, and trained professionals, the platform replaces fragmented automotive experiences with one integrated solution. Hoora’s mission is simple: make vehicle ownership effortless, accessible, and reliable, whether it’s routine cleaning, urgent servicing, compliance needs, or upgrading your ride. Role Summary: We are seeking a dynamic and entrepreneurial Director – Service Operations & Quality to lead end-to-end operations for a rapidly scaling hyperlocal 4-wheeler washing business. The role will own P&L performance, service quality, fulfilment excellence, demand generation, workforce management, customer experience, and operational scalability across multiple locations. The ideal candidate combines operational rigor with commercial acumen and has experience managing large distributed field teams in consumer services, automotive services, logistics, quick-commerce, hyperlocal marketplaces, or franchise-led businesses. Roles & Responsibilities Strategic Leadership, Revenue & P&L Management: Leadership role overseeing P&L, operational efficiency, service quality, scalable growth across business units and org. Full ownership of revenue targets, pricing strategies, and regional unit economics to ensure hyperlocal profitability. Define operational strategy aligned with business growth objectives. Lead expansion planning, launch readiness, and operational setup for new markets. Own city/regional/national P&L and drive sustainable revenue growth and profitability. Manage budgets, forecasting, unit economics, and cost optimization initiatives. Monitor key business metrics including revenue, gross margin, contribution margin, EBITDA, and cash flow. Identify opportunities to improve utilization, productivity, and operational efficiency. Go-To-Market (GTM) Strategy: Design and test acquisition and go to market strategies suited for specific business units, PIN codes and local demographics. Partner with Marketing and Growth teams to drive customer acquisition and retention. Develop local demand-generation initiatives for societies, residential clusters, office parks, and fleet customers. Identify strategic partnerships that increase bookings and customer penetration. Monitor demand-supply balance and optimize service capacity utilization. Drive subscription, membership, and recurring revenue programs. Operational Excellence: Work with tech, product and marketing teams to build and scale excellent product market fit, optimize local logistics, reduce RTO (Return to Origin) rates, and improve service delivery and customer experience. Lead end-to-end service delivery operations from booking to service completion. Ensure seamless fulfilment across customer locations, residential societies, corporate parks, and partner sites. Develop operating models that maximize technician productivity and route efficiency. Drive SLA adherence for on-time service delivery and customer commitments. Establish scalable operating processes for multi-city expansion. Supply & Capacity Management, Workforce Planning & Hiring Ensure adequate manpower and service capacity to meet demand forecasts. Manage service partner networks, franchises, and vendor relationships where applicable. Optimize resource allocation across cities and service zones. Develop contingency plans for peak demand periods. Own workforce strategy, hiring plans, and organizational design. Recruit and develop city managers, operations managers, quality leads, and field teams. Build training, onboarding, and certification programs. Establish performance management systems and productivity benchmarks. Drive employee engagement, retention, and leadership development Cross-Functional Leadership: Bridge the gap between the technology/product team and ground operations to scale the platform seamlessly. Prior Experience: Prior experience in scaling and leading business verticals in auto tech, hyperlocal companies or startups. Experience in building and hiring great teams in product tech companies. Excellent leadership abilities, expertise in micro market economics, launch playbooks After market, service ecosystem, tech stack leverage. Key Performance Indicators: Financial Revenue Growth Gross Margin Contribution Margin EBITDA Cost per Wash Technician Productivity Customer Lifetime Value (LTV) Operations Fulfilment Rate On-Time Service % Capacity Utilization Service Completion Rate Technician Utilization % Average Service Time Quality First-Time-Right Service % Customer Complaint Rate Rework/Rewash Rate Audit Compliance Score Service Quality Score People Hiring Plan Achievement Employee Retention Training Completion Rate Productivity per Employee Customer NPS CSAT Customer Retention Rate Repeat Booking Rate Subscription Conversion Rate