Job Description
About the role
Pinhome is hiring a Category Excellence Manager for Cleaning to own end-to-end service excellence as a revenue driver for PHS's largest category — Regular Cleaning and Deep Cleaning. Service excellence is not a quality function in this role; it is a revenue function. Better SP quality drives higher SP productivity, and better customer experience drives higher repeat order rate — both of which translate directly into category revenue. You will be the standard-setter for the trade, accountable for translating quality into commercial outcomes.
You will own service excellence standards, SP productivity and quality frameworks, customer repeat order rate, SOP design, and the full quality-to-revenue operating system for Cleaning across all active PHS cities.
This role is highly cross-functional, working with Operations on incident handling and SP training execution, with Strategy & HR on SP performance and compensati...