Director, Operations & Service Lines
Location: Hyderabad, Baroda
About MostEdge
MostEdge is revolutionizing the retail industry with a cutting-edge analytics platform designed to prioritize customer needs and shape the future of retail. From advanced POS systems and self-service kiosks to surveillance, loyalty solutions, and next-level consumer engagement tools, MostEdge empowers businesses to transform every customer interaction into a profitable opportunity. By seamlessly integrating retail management processes, optimizing supply chains, and ensuring stock availability for in-demand products, MostEdge enables businesses to grow efficiently while eliminating time-consuming administrative tasks. As one of the only company offering 24/7 c-store operations, shrink management, audits, and reconciliation services, MostEdge ensures that every transaction is secure, accurate, and optimized for success. Beyond technology, MostEdge’s learning academy nurtures employees and owners into tomorrow’s retail leaders, fostering innovation and growth across the industry. By partnering with retailers, distributors, and manufacturers, MostEdge is not just enhancing retail operations. it’s empowering businesses to thrive sustainably, profitably, and confidently in an ever-evolving market.
Why MostEdge
MostEdge is building the Intelligence Operating System for Retail Commerce, a platform and operating model designed to directly improve the economics of retail businesses. Unlike traditional software providers, MostEdge operates at the core of retail execution, delivering measurable outcomes across pricing, invoices, store operations, inventory, surveillance, and customer engagement.
At scale, MostEdge supports thousands of stores and processes:
- Hundreds of thousands of invoices
- Millions of transactions
- Continuous pricing and operational updates
The mission is simple and clear: Protect Every Penny. Power Every Possibility.
MostEdge is seeking a Director, Operations & Service Lines to build and run the execution engine behind this vision. This is a high-impact leadership role that combines operations, business ownership, and system building.
This is not a traditional operations role. It is a P&L-oriented execution leadership position, responsible for delivering outcomes, not just managing processes.
Role Mandate
The Director will have end-to-end ownership of all service lines, ensuring consistent, scalable, and high-quality execution across:
- Invoice360 (Invoice Accuracy)
- Margin360 (Pricing & Margins)
- Store360 (Bookkeeping & Financials)
- Stock360 (Inventory)
- Loyalty360 (Customer Engagement)
- WatchGuard (Surveillance Operations)
- StorePulse (BackOffice Operations)
This includes driving:
- SLA adherence
- Accuracy and quality benchmarks
- Operational consistency at scale
Success is defined by outcomes delivered—not activity managed.
Financial & Business Ownership
A core expectation of this role is ownership of operational economics and profitability. The Director will be responsible for ensuring that operations are not only efficient, but financially optimized.
Key ownership areas include:
- Cost per invoice, transaction, and store
- Gross margin per service line
- Productivity and cost efficiency
- Reduction of revenue leakage (errors, rework, delays)
Every operational decision must be aligned to profitability and efficiency outcomes, making this role a direct contributor to MostEdge’s financial performance.
Customer Outcome Ownership
Beyond internal performance, the Director will ensure that operations translate into tangible customer value. This requires building systems that measure and deliver real impact at the store level.
Key outcomes include:
- Margin improvement for customers
- Invoice savings recovered
- Shrink reduction through surveillance
- Operational efficiency gains
This will be reinforced through:
- Monthly customer value reports
- Quarterly Business Reviews (QBRs)
- Transparent communication of results
The ultimate measure of success: customers make more money because of MostEdge.
Operations Control Tower
To manage scale and complexity, the Director will establish a real-time Operations Control Tower, a centralized system that provides full visibility into operational performance.
This includes:
- SLA adherence across all services
- Accuracy metrics by service line
- Real-time escalation tracking
- Team productivity
- Customer risk indicators
One system. One view. Complete control.
Talent Engine & Leadership Development
The Director will build and scale a high-performance operations organization, capable of supporting rapid growth without compromising quality.
Key responsibilities include:
- Scaling teams from 50 → 150 → 300+
- Building strong Service Line Leaders
- Establishing structured training and certification programs
- Implementing performance management systems
With a clear focus on:
- Accelerating top performers
- Improving or exiting underperformance
- Building a leadership pipeline
The goal is to create a repeatable talent engine, not just a team.
Automation & Process Excellence
The Director will drive continuous improvement through automation and process optimization, ensuring that operations scale efficiently.
Key focus areas:
- Identify high-impact manual workflows
- Quantify automation ROI (time, cost, accuracy improvements)
- Partner with Product and Engineering teams
- Improve tools and workflows
Scale should come from systems and automation—not just headcount growth.
Audit, Risk & Governance
Given the nature of operations, the Director will establish a strong audit and governance framework to ensure accuracy, compliance, and trust.
This includes:
- Monthly service line audits
- Random quality sampling
- Root cause analysis of errors
- Risk and fraud detection mechanisms
- Compliance readiness (SOC mindset)
Build enterprise-grade reliability and trust at scale.
Scalable Operating Playbooks
To enable rapid expansion, the Director will create standardized, repeatable operating playbooks across:
- Service line execution
- Customer segments (SMB vs enterprise)
- Market expansion
Build once. Scale everywhere.
Success Definition (6–12 Months)
Success in this role will be defined by the ability to build a predictable, scalable, and high-performance operations engine, with:
- Consistent SLA achievement across all services
- Improved accuracy, productivity, and turnaround time
- Reduced escalations and rework
- Strong Service Line Leaders in place
- Fully operational Control Tower
- Automation reducing manual effort
- High customer satisfaction and retention
Outcome: Operations becomes a competitive advantage for MostEdge
Ideal Candidate Profile
The ideal candidate is a strong operator with a business mindset, capable of leading complex, high-volume operations at scale.
Experience
- 12–18+ years in operations leadership
- Background in:
- CPG
- Retail
- Distribution
- BPO / KPO environments
- Proven experience managing:
- Large teams
- SLA-driven operations
- High-volume workflows
Core Capabilities
The candidate must demonstrate:
- Execution Excellence – strong discipline and ability to deliver daily
- Business Ownership – understands cost, margin, and ROI
- Customer Focus – connects operations to real-world outcomes
- Systems Thinking – builds scalable, repeatable processes
- Data-Driven Decision Making – uses metrics to drive performance
- Leadership Strength – builds and scales high-performing teams
Technical & Functional Skills
- Advanced modelling
- Experience with dashboards and reporting systems
- Familiarity with workflow / CRM / operations tools
- Ability to work cross-functionally with engineering teams
What This Role Is NOT
This role is not:
- A coordination or reporting function
- A process-only role
- Limited to internal operations
It is a high-impact, outcome-driven leadership role with business ownership.
Job Types: Full-time, Permanent
Benefits:
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
