Position Overview
- Role: Operations Manager (B2C Brand)
- Department: Business Operations / Supply Chain & Fulfillment
- Location: [Insert Location/Hybrid options]
- Employment Type: Full-Time
Role Summary
We are looking for a dynamic, data-driven, and execution-focused Operations Manager to anchor the scaling phase of our B2C brand. In this role, you will own the end-to-end operational backbone of the business—spanning e-commerce fulfillment, supply chain, inventory management, vendor relationships, and customer-facing service operations.
The ideal candidate thrives in a fast-paced environment, excels at building robust Standard Operating Procedures (SOPs), and has a proven track record of optimizing costs while relentlessly improving the customer experience.
Key Responsibilities1. Supply Chain & E-Commerce Fulfillment
- Own end-to-end order fulfillment operations across D2C channels, online marketplaces, and retail/offline touchpoints (if applicable).
- Manage 3PL (Third-Party Logistics) partners, warehouse operations, and shipping carriers to ensure high on-time delivery rates and optimized shipping costs.
- Streamline reverse logistics and return/refund workflows to minimize friction for customers.
2. Inventory & Procurement Planning
- Drive accurate demand forecasting, inventory planning, and stock control to prevent stockouts while avoiding excess holding costs.
- Coordinate closely with procurement, marketing, and finance teams to align inventory levels with upcoming sales campaigns and demand spikes.
- Conduct regular stock audits and maintain rigorous inventory accuracy across all warehouses.
3. Process Optimization & System Architecture
- Design, document, and enforce scalable SOPs for daily operations, order processing, quality checks, and exception handling.
- Identify bottlenecks in the supply chain and customer journey, leveraging automation and digital transformation tools to streamline workflows.
- Define operating rhythms and performance cadences (daily, weekly, monthly) to monitor business health.
4. Customer Experience & Quality Assurance
- Partner with Customer Support teams to track metrics like Net Promoter Score (NPS), customer satisfaction (CSAT), and ticket resolution times.
- Act as the primary escalation point for complex operational contingencies or service failures.
- Monitor quality control metrics to ensure products reach consumers in pristine condition.
5. Team Leadership & Cross-Functional Collaboration
- Lead, mentor, and build high-performance operations teams, driving accountability and discipline.
- Collaborate seamlessly with Product, Tech, Marketing, and Finance stakeholders to support business growth and new product launches.
Qualifications & Requirements
- Experience: 3 to 6 years of high-impact operational experience in fast-paced environments, specifically within B2C e-commerce, retail, D2C brands, or FMCG sectors.
- Education: Bachelor’s degree in Business Administration, Supply Chain Management, Operations, or a related field.
- Analytical Prowess: Highly analytical with deep proficiency in interpreting operational data (dashboards, fulfillment metrics, NPS, turnaround times) to diagnose issues and implement data-driven fixes.
- Execution & Ownership: A bias toward action with a relentless, hands-on problem-solving attitude on the ground.
- Technical Skills: Familiarity with ERP systems, warehouse management systems (WMS), inventory planning software, and advanced Excel/Google Sheets.
- Interpersonal Skills: Exceptional stakeholder management, vendor negotiation skills, and the ability to maintain clarity and composure under pressure.
Pay: ₹25,000.00 - ₹50,000.00 per month
Work Location: In person
