Supply Operations Manager - Punjabi

Job Description

What is Lokal -

Lokal - India's largest hyperlocal platform in Indian languages is focussed on building a world-class product for non-english speakers in India by providing them local information, classifieds and evolving with more meaningful use cases every day. We are operational in Andhra Pradesh, Telangana, Tamil Nadu, Kerala, Karnataka, Maharashtra and Gujarat with 10M+ downloads as on today. 

Our Vision - One platform for all of regional India’s needs. 

Our Story - Lokal(Behtar Technology Private Limited), headquartered in Bengaluru was founded by IIT Alumni, Jani Pasha and Vipul Chaudhary in the year 2018 to build Web 2.0 for tier 2 & tier 3 cities in India. We recently raised our Series A from a global Marquee VC. Lokal also has YCombinator, 3one4 capital, India Quotient, RB Investment as investors . We are being heard: Tech Crunch, Forbes, Economic Times 

Job Summary:

The Supply Operations Manager is responsible for managing the operational supply of community hosts, moderators, and key contributors, ensuring a well-balanced and engaging environment for users. The role involves ensuring an optimal number of active hosts and contributors, developing talent pipelines, coordinating resources, and overseeing the smooth operation of  1:1 Audio/ Video calls. You will work closely with community teams, supply-side partners, and Hosts to maintain a healthy and vibrant community that enhances user engagement and retention.

Key Responsibilities:

• Talent Supply Management:
• Identify, onboard, and manage hosts, moderators, and key contributors for 1:1 Audio/Video calls.
• Develop and execute strategies to recruit and retain high-quality talent that aligns with the platform’s goals.
• Ensure there is an adequate supply of live hosts and contributors to meet community demands and peak hours.
• Operational Oversight:
• Oversee day-to-day operations of 1:1 Audio/Video calls, ensuring that sessions run smoothly and are staffed adequately.
• Monitor host and moderator performance, providing feedback, support, and resources to ensure optimal community engagement.
• Engagement and Performance Analytics:
• Track and analyze key metrics such as call duration, host active days, Active hours, host call pick up rate, and overall host performance.
• Use data to forecast demand and adjust supply strategies, ensuring that hosts have the right talent to drive engagement on call for users satisfaction and retention.
• Report regularly on community performance, identifying trends and areas for improvement.
• Training and Development:
• Develop and implement training programs for hosts and moderators to enhance their communication skills, engagement techniques, and adherence to community guidelines.
• Foster a culture of continuous improvement and professional growth among hosts, encouraging innovation and creativity in their calls.
• Quality Assurance & Compliance:
• Ensure that all hosts and moderators adhere to community guidelines and platform standards.
• Monitor audio and video call for quality control, addressing any issues related to inappropriate behavior or content.
• Develop protocols to handle violations, disputes, and conflicts in a timely and professional manner.
• Community Growth & Expansion:
• Develop strategies to expand the host and contributor base to new markets and languages.
• Work on initiatives to grow active users and enhance the overall user experience & host growth.

Requirements

• Bachelor’s degree in Operations Management, Community Management, Business Administration, or a related field.
• 2+ years of experience in community management, operations, or supply chain roles, with a focus on audio/video content or social platforms.
• Strong understanding of community dynamics in 1:1 calling environments, including experience managing hosts, moderators, and content contributors.
• Proficiency in analytics tools, community management platforms, and audio/video calling technologies.
• Excellent communication, leadership, and organizational skills.
• Ability to multitask and prioritize in a fast-paced, dynamic environment.