Binks - Lead - Operations (3-8 yrs)
Binks is a YCombinator backed Fashion tech startup. Our vision is to provide affordable tailor-made clothes to the modern Indian women at the convenience of their home. Launched in June 2019, Binks has been operational for about 6 months.
1. Vertical KRAs
a. Production Planning
i. Planning for daily productions
ii. Ensure the seamless functioning of the production unit
iii. Planning for & managing contingencies that affect production (people on leave, power cuts, etc)
iv. Planning for the expansion of the unit as the order scales
v. Order routing for designers to do design consultation and fitting consultant to take measurements
vi. Working with a designer to ensure tailor orders are created on time & include all necessary details such that production can happen seamlessly without any direct interaction between unit & designer
vii. Ensure the final product matches customer expectations & has been photographed
viii. Tracking end to end status of any given order, taking judgment calls wherever necessary to ensure a smooth end customer experience
i. Co-ordinating with logistics partners to ensure smooth pick up & drop of customer fabric/products for alteration (reverse pickups)
ii. Tagging received fabric appropriately to avoid mix-ups
iii. Maintaining an inventory of shipping related products (boxes, carers, tape, etc)
iv. Co-ordinating with logistics partners to ensure smooth pick up & delivery of finished products
v. Ensure all SLAs are met by Binks & logistics partners to escalate non-adherence whenever necessary
c. Quality Control
i. Conduct to document a quality check on receiving customer fabric. Check for damage,
ii. discoloration to escalate to customer/designer for appropriate next steps.
iii. Sanity check all tailor orders for clarity & accuracy of data
iv. Co-ordinate with the head of the tailoring unit to avoid & eliminate production snafus
v. Work with the designer to ensure all design specifications are followed for every order and is captured for QC in the tool
vi. Once a product is ready, conduct QC. Escalate & fix wherever necessary.
i. Track & document all customer escalations
ii. Conduct a root cause analysis & build processes to avoid & repeat the same error
iii. Take judgment calls wherever necessary to ensure the end customer is satisfied
2. Horizontal KRAS
a. Process creation
i. Setting up processes for each of the vertical key responsibility areas
ii. Identifying processes that can be automated & working with the tech team to make it happen
iii. Documenting processes as much as possible for posterity
b. Customer Experience - At Binks, CX is the responsibility of every single one of us.
i. strive to provide complete clarity on what the customer should expect of the finished product
ii. strive to provide complete clarity on what stage a customer's order/escalation/request is, what are the next steps & possible outcomes
iii. strive to not just satisfy but absolutely delight customers
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