Category Excellence Manager - Electronic Care & Home Fix Category

About the role

Pinhome is hiring a Category Excellence Manager for Electronic Care & Home Fix Category to own end-to-end service excellence as a revenue driver for Electronic Care & Home Fix Category. 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 Electronic Care & Home Fix Category 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 compensation, and with Product on in-app SP workflows. Reporting line is direct to the Head of Business Operations PHS.

What You Will Do

• Drive category revenue through service excellence, translate quality, SP productivity, and customer repeat order rate into commercial outcomes for Electronic Care & Home Fix Category.

• Own SP productivity and quality together, productive SPs are quality SPs; design frameworks that drive both at once (utilisation, jobs per day, rating, repeat-on-same-SP).

• Drive customer repeat order rate through service excellence, both hard skills (technique, equipment, output) and soft skills (communication, professionalism, in-home conduct) of the SP.

• Own service excellence standards for Electronic Care & Home Fix Category, define, document, and enforce SOPs across 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 both hard skills 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 for the category; 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.

What You Will Need

• 3+ years in an operating role

• 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).

About the team

The Category Excellence team works closely with Operations, Strategy & HR, and Product to drive:

• Service excellence as a revenue driver, quality translated into category revenue
• SP productivity, training, and in-field experience
• Customer repeat order rate, rating, NPS
• Cross-functional category quality and commercial initiatives

As Category Excellence Manager, Electronic Care & Home Fix Category, you will be the main owner of category quality for one of the PHS's largest revenue streams. You report directly to the Head of Business Operations PHS, mirroring the established structure for Cleaning and Massage / Beauty & Wellness CEM seats.