PHS Supply & Operations (Bali Area)

About The Role

Pinhome is seeking a high-caliber Supply Ops & Workforce Manager to lead our Pinhome Home Service (PHS) operations in Bali. This is not a passive coordinator role or a purely strategic desk job—this is a high-impact, hands-on operator role that owns the end-to-end quality, reliability, and supply stability of our on-demand Service Providers (SPs) across the region.

Your core objective goes far beyond just increasing headcounts. You will be responsible for building, managing, and sustaining a highly disciplined, responsive, and top-performing workforce (including AC technicians, cleaning crews, massage therapists, etc.) that can consistently deliver a flawless customer experience. Combining aggressive sourcing strategy, strict vetting filters, and consistent daily enforcement on the ground, you will eliminate operational disruptions, slash cancellation rates, and drive booking conversions. If you are a tough leader with a strong enforcement mindset who thrives in field operations and loves building structure out of chaos, this role is for you.

What You Will Do

1. SP Sourcing & Pipeline Strategy

• Build and scale strategic sourcing channels, including technician/service communities, offline field networks, competitor platforms, and a top-performer referral program.

• Forecast demand, track attrition rates, and proactively maintain a weekly updated candidate pipeline to recruit ahead of demand and prevent supply shortages.

2. End-to-End Vetting & Selection

• Implement a rigorous selection system focusing on reliability and attitude, including initial response SLA screening, structured behavioral interviews, and mandatory paid trial jobs.

• Rigorously evaluate candidates based on punctuality, service quality, and communication standards, enforcing an "early rejection" principle for high-risk profiles.

3. Onboarding & Standards Enforcement

• Conduct structured onboarding sessions to clearly communicate SOPs, customer service standards, strict cancellation policies, and response SLAs ($<10\text{ minutes}$).

• Secure signed agreements on performance rules and disciplinary penalties, ensuring absolute alignment on expectations from Day 1.

4. Daily Performance Management & Disciplinary Action

• Monitor daily and weekly SP metrics, including response times, attendance, cancellation rates, customer ratings, and completion rates via a performance dashboard.

• Actively identify underperformers and consistently enforce the disciplinary framework (Warnings $\rightarrow$ Penalties/Suspension $\rightarrow$ Platform Removal).

5. Supply Planning & Buffer Management

• Maintain a $20\%\text{ to }30\%$ backup supply capacity (buffer) across all service categories to manage seasonal demand peaks and eliminate dependency on low-performing SPs.

6. Retention of Top Performers

• Identify the top 20% of high-performing SPs and implement retention strategies, such as priority job allocation, faster payouts, and recognition programs.

7. Field Operations & Ground Execution

• Conduct routine field visits to directly engage with SPs, investigate recurring issues, and validate real-world service quality on the ground.

What You Will Need

Technical & Operational Qualifications:

• Minimum 3–5 years of hands-on experience in Field Operations, Gig Workforce Management (e.g., ride-hailing, on-demand services), or managing blue-collar workforces (e.g., technicians, cleaning crews).

• Proven track record in executing end-to-end recruitment pipelines, from offline sourcing to structured onboarding.

• Strong capability in workforce capacity planning, data monitoring (tracking SLAs, conversion rates, cancellation rates), and performance dashboard management.

• Deep knowledge of the local service provider landscape and community networks in the Bali Area.

Soft Skills & Enforcement Mindset:

• Strong Enforcement Mindset: Tough, disciplined, and unapologetic about upholding operational compliance and high quality standards.

• Sharp Human Assessment: Ability to read people's character, reliability, and attitude quickly during the vetting process.

• Decisiveness & Conflict Resolution: High capacity to handle on-the-ground conflicts, manage pressure, and make fast, firm operational decisions.

• Hands-on Operator: This is a field-heavy role; you must be willing to leave the desk, conduct field visits, and directly interface with the workforce on the ground.