Operations Manager - Mumbai

• Design & build a Same-day delivery network in the particular region including that of the network of last-mile delivery stations & the team.
• Lead & coach team of Team Leaders and Operations Executives to deliver the highest level of customer satisfaction with a clear focus on on-time delivery as north star metric.
• The right individual will have solid business judgement, effectively communicate team goals, and drive a fast-paced organisation to deliver results with a focused and pragmatic approach to the business.
• Achieve operational excellence and drive process improvements which are scalable.
• Implement roster planning schedules & build monitoring systems to ensure timely delivery of orders based on customer satisfaction.
• Identify & reduce operational inefficiencies & errors which lead to improved customer satisfaction.
• Understand & fulfil client requirements for logistics operations.
• Responsible for managing cash received for COD orders and ensuring on-time reconciliation with the payments team. Coordinate with the finance team & further improve payments related processes.
• The manager's success will be measured by their ability to drive operational efficiencies across all processing areas whilst improving internal and external customer experience.
• Actively seek to implement and distribute best practices across all operations.

• Graduation degree (Maths, Statistics, Engineering, Science, Business, Logistics) from an accredited university with minimum 3 Years of similar experience.
• Excellent written and verbal communication skills both remotely and face-to-face.
• Good knowledge of employment law and HR policies and procedures.
• Metric Focused and ability to dive deep into data.
• Proven coaching and leadership skills including evidence of successful succession planning models.

• Strong attention to detail and excellent written and oral communication skills are required.
• Ability to organise and manage multiple tasks simultaneously.
• Ability to handle changing priorities and use good judgement when working in stressful situations.
• Decisive, confident, and experienced with influencing others.
• Knowledge and understanding of last-mile logistics will be a huge plus.

This Operations Manager role builds and improves a regional same-day delivery network, with a focus on reliable last-mile execution and customer experience. The work combines team leadership, operational planning, performance monitoring, and coordination on cash-on-delivery reconciliation and logistics client needs.

Role at a glance

Skills mentioned

What you will likely work on

• Develop the regional same-day delivery network, including delivery stations and staffing.
• Lead and coach team leaders and operations executives toward reliable, on-time delivery and strong customer satisfaction.
• Plan rosters and establish monitoring systems for timely order delivery.
• Improve scalable operational processes and address inefficiencies and errors.
• Coordinate logistics operations around client requirements.
• Manage cash collected for cash-on-delivery orders and coordinate timely reconciliation with the payments team.
• Work with finance and payments colleagues to improve payment processes.
• Share operational best practices and track performance across processing areas.

Good fit signals

• Has at least three years of similar experience and a degree in a listed field.
• Brings coaching and leadership experience, including succession planning.
• Uses metrics and data to identify operational issues and improve results.
• Communicates clearly and applies sound business judgment in a fast-paced setting.
• Knowledge of last-mile logistics is a plus, rather than a stated requirement.