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.