About the Role:
Iron Asylum is looking for a hands-on Operations Manager to own the full D2C and B2B order operations function. This is a senior individual contributor and team leadership role — you will be accountable for every order reaching its destination on time, managing the ops executive, owning all escalations, handling insurance and logistics claims, and reporting operational health directly to stakeholders and leadership. You will also own the logistics vendor relationships, cost efficiency, and SLA compliance across the function.
What You Will Own:
- Order Operations & Team Management:
- - Own end-to-end order fulfilment across D2C (Shopify) and B2B (distributors, retailers) channels
- - Manage and guide the Order Tracking Executive — set daily priorities, review outputs, resolve blockers
- - Ensure zero untracked orders and maintain high dispatch and delivery TAT standards across both channels
- - Review daily tracking reports from the executive and act on exceptions immediately
- Escalations & Claims:
- - Own all operational escalations — delayed deliveries, missing shipments, damaged goods, partner disputes
- - File and follow through on insurance claims for lost or damaged shipments — end to end
- - Coordinate with logistics partners and warehouse to resolve escalations within defined SLAs
- - Maintain an escalation log — issue type, responsible party, resolution timeline, outcome
- - Feed recurring escalation patterns back to leadership with recommended policy changes
- Logistics Vendor Management:
- - Own the relationship with all logistics partners — negotiate rates, terms, and SLAs
- - Evaluate and onboard new logistics vendors based on cost, coverage, and reliability
- - Cross-verify all logistics invoices against rate agreements — approve only what is correct
- - Maintain and monitor delivery performance rates by partner — flag underperforming partners
- - Define and enforce SLAs with logistics partners and the external warehouse team
- - Continuously optimise logistics costs without compromising delivery quality
- Inventory & Warehouse Coordination:
- - Track B2C and B2B inventory levels — escalate to management when any SKU approaches threshold
- - Serve as the senior point of contact with the external warehouse for all operational matters
- - Ensure inward stock, dispatch processes, and returns are handled correctly and logged
- - Coordinate ahead of sale or festive surges — align warehouse and logistics on capacity and priority
- Finance Coordination & Reporting:
- - Reconcile logistics costs monthly — share verified data with finance for accounts closure
- - Tally COD remittances received against orders delivered — flag and resolve mismatches
- - Submit monthly ops reports to stakeholders — sales by platform, logistics cost, delivery rates, RTO
- - Provide operational input for any policy reviews — returns, replacements, write-offs — based on ground data
- What We Are Looking For:
- - 4–7 years of experience in D2C or B2B operations, logistics, or supply chain — preferably in FMCG, health, or e-commerce
- - Proven experience managing logistics vendors — negotiations, SLAs, invoice verification
- - Has handled escalations and insurance / logistics claims independently
- - Strong reporting ability — can translate ops data into clear stakeholder updates
- - Comfortable on Shopify and logistics platforms (Delhivery, Shiprocket, etc.)
- - High ownership mindset — does not wait to be told, closes loops independently
- - Proficient in Google Sheets / Excel — builds trackers and reports without support
- - Strong communicator — works across warehouse teams, logistics partners, and internal leadership
- How Performance Will Be Measured:
- | KPI | What It Measures |
- | On-time delivery rate % of D2C + B2B orders delivered within TAT |
- | Escalation resolution TAT | % of escalations closed within defined SLA |
- | Logistics cost per shipment | Month-on-month trend — target reduction over baseline |
- | Invoice accuracy | % of logistics bills verified and correctly approved |
- | Delivery rate by partner | Maintained above agreed threshold per partner |
- | Claims closure rate | % of insurance / logistics claims resolved within 30 days |
- | Stakeholder report submission | Monthly reports submitted on time without follow-up
- What You Get:
- - Full ownership of a critical business function with direct stakeholder visibility
- - Opportunity to build and shape the ops team and processes from an early stage
- - Fast-growing fitness and supplements brand — impact is visible and rewarded
- - Competitive salary + performance-linked incentives based on KPI outcomes
You can directly send your resume at [email protected] / 9606990542
Pay: ₹45,000.00 - ₹55,000.00 per month
Benefits:
- Leave encashment
- Paid sick time
- Paid time off
Work Location: In person
