Operations Executive, Onboarding

If you have studied hospitality or service management, this is the role you actually trained for. You will not be sitting at a desk. You will be in our clients' homes, every day, for the first month of their journey with Pinch.

This is the most important role in the company. Read on if that interests you.

What this role exists for

Pinch manages the lives of some of the busiest people in the country. Our clients expect their service to feel personal from day one. They want their cook to know they avoid dairy. They want their travel curated around the fact that they prefer slow mornings and museums over markets. They want us to know that the dog needs his medication at 7pm, that the housekeeper does not handle the study, and that Friday evenings are non-negotiable family time.

The problem is that our clients are too busy to sit us down and tell us any of this. They expect us to figure it out. And when we do not, they assume we are just another vendor and they leave.

This role fixes that. You are the person who builds the client's full profile in the first thirty days, in person, by being present in their home and their life. Property, people, lifestyle, preferences, household rhythms, the names of their staff, the brand of coffee they drink, the route they take to work. Everything that allows our Lifestyle Managers to run their lives without ever asking the client a question they should already know the answer to.

If you do this job well, the client never has to repeat themselves. That is the standard.

What you will actually do

• Visit each new client at their home, daily, for the first month of onboarding. Yes, daily. This is the job.
• Build a complete client profile across three layers:
  • Property: layout, vendors, staff, maintenance contracts, appliances, security, and quirks of the house.
  • People: immediate family, extended household, staff, pets, key relationships, important dates, and the dynamics between them.
  • Lifestyle: food preferences, travel patterns, fitness, wellness, hobbies, social calendar, brands they use, restaurants they return to, and the small rituals that matter to them.
• Observe what the client will not say out loud. The cup they always reach for. The chair they always sit in. What the staff complain about. Where the friction lives in their day.
• Translate everything you learn into the client's profile inside our internal system, the same day. If it lives only in your head, it does not exist.
• Hand the client over to their dedicated Lifestyle Manager at the end of the month with a profile so complete that the LM can run service without asking the client a single onboarding question.
• Stay close to the client through their second and third months in a lighter touch capacity, so the handover does not feel like a drop.

Why this role matters more than any other

Most concierge companies wait for the client to tell them things, and then react. We do not have that luxury. Our clients are paying for service that anticipates, not service that asks. The first month decides whether they stay with us for years or churn quietly after three.

Everything that happens after onboarding rests on the quality of the profile you build. If you build it well, the client experiences Pinch as a household that already knows them. If you build it poorly, no amount of effort downstream can recover that first impression.

Who you need to be

• A graduate of hospitality, service management, or a related field. Freshers are welcome and in fact preferred for this role.
• Naturally observant. You notice what is on the kitchen counter, what is missing from the wall, what the dog does when the doorbell rings.
• Warm and trustworthy in a way that makes people relax around you. Clients will not open up their lives to someone who feels like an auditor.
• Disciplined about documentation. The most observant person in the world adds nothing if they do not write it down properly.
• Well-presented. You will be in homes where the standard of taste is high, and you need to read the room.
• Comfortable moving across the city every day. This is not a hybrid role and never will be.
• Fluent in English and Hindi. Other languages are a real bonus depending on city.

One thing that is non-negotiable

You will see things in our clients' homes that are private. Family dynamics, financial scale, things that are not for anyone outside Pinch to know. Discretion is not a value here, it is a condition of the job. If you cannot keep what you see to yourself, this is not the role for you.

The Management Trainee Programme

This role is part of Pinch's six-month Management Trainee Programme. You will be trained, mentored, and tracked closely. Strong performers move into Lifestyle Management or Operations Lead roles after the programme. We promote from within and we do it quickly when someone earns it.

What we offer

• A salary that is fair for the role and the city, with a clear path to a meaningful step up after the programme.
• Travel allowance that covers your daily movement across the city.
• Direct exposure to clients of a kind that most people in this industry only meet much later in their careers.
• A team that takes craft seriously and will tell you the truth about your work.

How to apply

Write to careers@pinch.co.in with the subject line: Operations Executive, Onboarding, followed by your city.

In your email, tell us about a time you noticed something about a person that they did not tell you directly. One paragraph is enough. We are more interested in how you observe than in your CV, though please attach that too.

We review applications on a rolling basis and we move quickly on the ones we like.