Category Manager – At Home Services

Supertails is a first-of-its-kind platform that supports the ever-increasing pet parents community by providing trustworthy veterinary care, training services, and a one-stop solution for pet food and supplies.

Supertails is revolutionizing pet care with a comprehensive ecosystem designed to meet every pet parent's needs. From online vet consultations with our team of highly experienced in-house veterinarians to nationwide doorstep delivery of an extensive assortment of pet supplies sourced from India and across the globe, we ensure unparalleled convenience and care.

Taking the next step in our journey, Supertails has expanded into veterinary clinics and grooming centers. This initiative directly addresses one of the largest challenges faced by pet parents—access to reliable, high-quality healthcare and grooming services for their furry companions.

At Supertails, we’re not just delivering products; we’re building trust, relationships, and a healthier, happier life for pets and their parents.

What you will do:

The Category Manager – At Home Services will own the growth, quality, and P&L of Supertails’ At Home Services (consultations, vaccinations, diagnostics, grooming, training, wellness add-ons). The role requires a mix of business ownership, GTM strategy design, and operational excellence, ensuring customer delight while scaling services profitably.

Key Responsibilities:

A. New Services Design & GTM

• Identify and design new at-home services (e.g., training, diagnostics, grooming).
• Own the complete GTM playbook: pricing, packaging, service protocols, training, demand-generation, and launch campaigns.
• Run post-launch experiments to optimize adoption and unit economics.

B. Growth & P&L Ownership

• Drive AHS revenue, margins, and contribution at city and category level.
• Improve AOV, repeat/retention, and attach-rates (pharmacy, diagnostics, wellness packages).
• Partner with Marketing to design targeted acquisition and reactivation campaigns.

C. Supply Acquisition & People Management

• Source, onboard, and retain high-quality vets, paravets, and groomers.
• Define incentive structures and people policies to maximize efficiency and retention.
• Ensure continuous training, certification, and partner readiness for evolving services.

D. Service Quality & Protocols

• Enforce strict SOP adherence for healthcare and operational protocols.
• Build frameworks for continuous quality audits, customer feedback integration, and corrective actions.
• Ensure training programs evolve to improve service standards and customer trust.

E. Efficiency & Experience

• Drive efficiency in slot utilization, travel planning, and cost per visit.
• Develop playbooks for city/cluster-level demand-supply planning.
• Measure and enhance CX metrics, building services as part of the holistic Supertails platform.
• Leverage NPS, CSAT, post-visit feedback, and vet observations to identify service improvement areas.

F. Cross-Functional Collaboration

• Work with Product/Tech to refine booking flows, slot discount engines, and subscription features.
• Collaborate with Process Excellence to institutionalize quality audits and CX programs.
• Partner with the Expansion team on new city launches.

Key Success Metrics:

• Customer Experience: CSAT, NPS, repeat rates.
• Efficiency: Slot utilization %, on-time arrival %, travel efficiency, attendance adherence.
• Growth: MoM/QoQ revenue, AOV uplift, attach-rate (pharmacy & add-ons).
• Supply Health: Retention of vets/paravets, training completion, quality scores.
• Financials: Contribution margin & profitability.

What we offer:

• High-ownership role with direct impact on a high-potential vertical.
• Opportunity to be part of a 0-to-1 journey in building India’s leading pet healthcare network.
• Collaborative, fast-moving, pet-loving environment.
• Daily access to furry co-workers and a team that truly puts pets first.

Requirements:

• Pet parent (not owner).
• 4+ years in category management, growth, or operations roles in service-led platforms.
• Proven experience in new service GTM and scaling.
• Strong analytical mindset with a bias for action and experimentation.
• Demonstrated ability to drive efficiency while enhancing customer experience.
• Experience in supply acquisition, incentive design, or partner lifecycle management is a plus.
• High ownership, structured thinking, and customer-first orientation.

How to Apply:

If you’re passionate about building world-class operational processes in pet healthcare and Thrive on driving excellence at scale, we'd love to hear from you.

Let’s redefine pet care together 🐕🐈