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Pinhome is hiring a Category Excellence Manager for the Electronic Care & Home Fix Category. This role owns end-to-end service excellence as a revenue driver, translating quality improvements directly into commercial outcomes. Service excellence here is a revenue function, not a quality function: better service provider (SP) quality drives higher SP productivity, and better customer experience drives higher repeat order rates, both of which translate directly into category revenue.
You will be the standard-setter for the category, accountable for designing and enforcing the quality-to-revenue operating system across all active Pinhome Home Services (PHS) cities. You will own service excellence standards, SP productivity and quality frameworks, customer repeat order rates, SOP design, and incident management.
Key responsibilities include:
- Drive category revenue through service excellence; translate quality, SP productivity, and customer repeat order rate into commercial outcomes.
- Own SP productivity and quality together; design frameworks that drive both simultaneously (utilization, jobs per day, rating, repeat-on-same-SP).
- Drive customer repeat order rate through both hard skills (technique, equipment, output) and soft skills (communication, professionalism, in-home conduct) of service providers.
- Define, document, and enforce SOPs across the Electronic Care & Home Fix Category and adjacent SKUs.
- Lead incident handling, escalation management, and root-cause analysis in coordination with Operations.
- Design SP tools, workflows, and in-field experience to enable consistent service delivery and high productivity.
- Author SP training curriculum covering hard and soft skills; partner with Operations on rollout.
- Lead SP performance management and compensation framework design in coordination with Strategy & HR.
- Specify equipment, chemicals, and consumables standards; conduct regular field audits and direct SP engagement.
- Run customer feedback loops; partner with Product on in-app SP workflows, customer communication, and rating systems.
This is a highly cross-functional role, working closely with Operations on incident handling and SP training execution, with Strategy & HR on SP performance and compensation, and with Product on in-app SP workflows. You report directly to the Head of Business Operations PHS.
REQUIREMENTS:
- 3+ years in an operating role with direct ownership of Electronic Care & Home Fix Category quality at scale (site supervisor, area manager, operations manager, or quality manager level).
- Demonstrated SOP authoring experience (not just SOP enforcement).
- Field auditing and incident root-cause diagnosis experience.
- Familiarity with Electronic Care & Home Fix Category equipment and consumable specifications.
- Experience training large, distributed cleaning workforces.
- Comfortable in a tech-enabled environment: dashboards, in-app SP workflows, platform-mediated service delivery.
- Indonesian market knowledge: local equipment vendors, labor regulations.
- Strong written communication for SOP, training material, and SP-facing communication.
- Bahasa Indonesia native; English business proficient.
- Track record of moving rating, incident rate, or NPS in prior role (specific numbers will be probed in interview).
