Chief Operating Officer

Job Description

About HelpRush HelpRush is redefining the way people access trusted service providers—plumbers, electricians, cleaners, and more—in real-time. We combine intelligent matching, instant bookings, and a provider-first model to power India’s first Q-commerce platform for services. Backed by deep tech and strong local execution, we’re building the future of work for the service economy. ⸻ Role Overview The COO will lead the operational backbone of HelpRush across all markets. This is a high-impact leadership role responsible for building and optimizing systems that connect customers with verified providers seamlessly, scaling operations city-by-city, and delivering a world-class experience at every step. From the field to the backend—this role drives it all. ⸻ Key Responsibilities 1. Platform & Marketplace Operations • Own daily operations across customer bookings, provider assignments, job tracking, and resolution workflows • Develop and enforce SLAs (for both customers and providers), managing exceptions in real-time • Build and optimize operational SOPs for RushHour (instant jobs), scheduled jobs, and multi-service orders 2. Provider Supply & Experience • Oversee provider onboarding, vetting, level progression, and performance monitoring • Collaborate with tech to integrate real-time dashboards, nudges, and skill verification flows • Drive provider retention, training, and support through data-driven and human-centric interventions 3. City Expansion & Field Ops • Lead geographic expansion playbooks with localized operations and support teams • Design and implement scalable models for zonal coordinators, hub teams, and city logistics • Ensure compliance with legal, tax, and municipal regulations per region 4. Process Automation & Technology Integration • Work closely with Product & Tech to automate job dispatch, status updates, payouts, and escalations • Champion operational efficiency through CRM, job lifecycle tools, and analytics • Improve cost-per-job metrics while maintaining high NPS and low cancellations 5. Customer Experience • Establish feedback loops, escalation frameworks, and intervention protocols for service quality • Own net promoter score (NPS), job resolution time, and refund policy execution • Collaborate with the “Happiness” (Customer Support) team to ensure delightful resolutions 6. Leadership & Culture • Build and mentor the operations team, including city leads, onboarding agents, and field supervisors • Define and track KPIs across all ops teams, driving accountability and ownership • Foster a bias for action, hustle, and humility across all levels of operations ⸻ Ideal Candidate • 7–12 years in high-growth startup operations, ideally in logistics, gig economy, or hyperlocal services • Strong command over both field ops and tech-integrated workflows (experience with CRM, routing, or job management systems a plus) • Data-driven mindset with obsession for execution, scale, and customer delight • Excellent leadership and conflict-resolution skills • Deep empathy for blue-collar workers + sharp understanding of urban consumer needs • Bonus: Experience in launching Tier-2 or Tier-3 city operations ⸻ Why Join HelpRush? You’ll help build the “Swiggy of services”—a bold, real-time, tech-powered service ecosystem for millions. If scaling organized chaos excites you, if leading humans and systems gives you joy, and if you want to leave a mark on how India works—this role is for you.