Head – Workforce & Partner Operations | Gurugram
Job Title: Head – Workforce & Partner Operations
Experience: 5–8 Years
Qualification: Graduate degree mandatory; MBA/PGDM in Operations, HR or Management preferred
CTC: ₹15–20 LPA
Location: Gurugram HQ | Regular travel to operating cities
Industry: Technology Startup | Hyperlocal | Home Services | Marketplace | Consumer Internet
About the Role
Our client, ZEPPA, a technology-enabled hyperlocal home-services platform, is looking for an experienced Head – Workforce & Partner Operations to build, manage and scale its partner network across operating cities.
The role will be responsible for developing a strong Partner ecosystem, including partner recruitment, KYC, onboarding, training, productivity, utilisation, retention and city-level workforce expansion.
This is a critical leadership role for a hands-on professional who can build workforce systems and field operations from the ground up and create scalable processes for a growing technology-enabled consumer business.
Key Responsibilities
Partner Network & Workforce Management
- Build and manage the ZEPPA Partner network across operating cities.
- Develop strategies for partner acquisition, onboarding and workforce expansion.
- Manage end-to-end partner recruitment, KYC verification, onboarding and training.
- Develop effective partner engagement and retention programs.
- Monitor partner productivity, utilisation and availability.
- Identify workforce gaps and implement plans to ensure adequate partner capacity.
City-Level Workforce Expansion
- Lead workforce expansion plans for new and existing cities.
- Work closely with city operations teams to understand workforce requirements.
- Develop city-wise partner acquisition and deployment strategies.
- Support new-city launches by ensuring adequate workforce availability before launch.
- Monitor city-level workforce KPIs and operational performance.
Field Operations & SOPs
- Develop and implement Partner Operations SOPs and field processes.
- Establish standardised systems for partner onboarding, training, deployment and performance management.
- Create operational guidelines to maintain consistent service quality across cities.
- Identify operational bottlenecks and implement corrective actions.
- Build scalable workforce processes that can support rapid business expansion.
Partner Productivity & Retention
- Track partner productivity, utilisation, attendance/availability and service performance.
- Develop initiatives to improve partner engagement and retention.
- Analyse partner performance data and identify improvement opportunities.
- Work with Operations and Growth teams to optimise workforce utilisation.
- Establish performance metrics and dashboards for partner operations.
Service Quality
- Ensure partners meet defined service quality and customer experience standards.
- Monitor operational feedback and partner performance.
- Coordinate with Customer Experience and Operations teams to resolve recurring service issues.
- Implement training and corrective-action programs where required.
Cross-Functional Collaboration
- Work closely with Business, Operations, Product, Technology, Growth and Finance teams.
- Provide workforce insights to support city expansion and business planning.
- Collaborate with Product and Technology teams to improve partner-facing processes and tools.
- Support leadership with workforce analytics, operational reports and expansion plans.
Ideal Candidate Background
We are particularly interested in professionals with experience in:
- Hyperlocal Platforms
- Consumer Internet
- Marketplace Businesses
- Home Services
- Gig Workforce / Managed Workforce
- Quick Commerce
- E-commerce
- Logistics
- Mobility
- Technology Startups
Candidates who have managed large field teams, partner networks, gig workers, service professionals, delivery partners or marketplace ecosystems will be preferred.
Key Skills & Competencies
- Workforce Management
- Partner Operations
- Partner Acquisition
- Partner Onboarding
- KYC & Verification
- Field Operations
- Gig Workforce Management
- Workforce Planning
- Partner Productivity
- Partner Retention
- City Operations
- SOP Development
- Service Quality Management
- Team Leadership
- Operational Analytics
- Stakeholder Management
- Problem Solving
- Startup Operations
What We Are Looking For
The ideal candidate should have a strong ownership and execution mindset and be comfortable operating in a fast-paced startup environment.
The candidate should demonstrate the ability to:
- Build workforce systems from the ground up
- Recruit and onboard partners at scale
- Improve partner productivity and utilisation
- Develop effective partner retention strategies
- Build field operations and SOPs
- Support new-city workforce expansion
- Manage operational challenges in real time
- Work with cross-functional teams
- Build and lead high-performing operations teams
- Use data and operational insights to improve workforce performance
Preferred Industry Experience
Experience in home services, hyperlocal businesses, marketplaces, e-commerce, quick commerce, logistics, mobility, consumer internet, gig economy or technology startups will be an advantage.
Candidates with exposure to employment processes, workforce compliance, partner contracts, commercial operations or field-force management will also be considered relevant.
Why Join This Opportunity?
This is an opportunity to play a key role in building the workforce infrastructure of a growing technology-led home-services platform.
The successful candidate will have significant responsibility for developing the partner ecosystem, supporting city launches, improving workforce productivity and creating scalable operating systems for multi-city expansion.
Apply for Head – Workforce & Partner Operations
If you are an experienced Workforce Operations Head, Partner Operations Head, City Operations Manager, Workforce Manager, Field Operations Head or Marketplace Operations professional looking for an opportunity with a growing startup, you can apply for this position.
Location: Gurugram HQ | Regular travel to operating cities
Experience: 5–8 Years
CTC: ₹15–20 LPA
Qualification: Graduate degree mandatory; MBA/PGDM preferred
About Orbit Global HR Consultants
Orbit Global HR Consultants LLP is a startup hiring agency and executive search firm specializing in leadership hiring, startup recruitment, workforce recruitment, operations hiring and executive search across India.
Orbit Global HR supports technology-enabled businesses in identifying professionals across business operations, product, technology, workforce management and leadership functions.
