General Manager - Operations

General Manager - Operations

Description:

The General Manager Operations will lead strategic operations, process excellence, supply chain design, production oversight, customer experience governance, and digitization across a national network. This role is both strategic (structure, process, cost, scale) and hands-on (audits, training, escalations, problem-solving). The position owns operations strategy, while city operations teams drive day-to-day execution.

Key Responsibilities:

Strategic Operational Leadership

- Build long-term operational strategy for national & international expansion.

- Develop annual operating plans, budgets, and capacity models.

- Establish operational governance, standards, and policy frameworks.

- Benchmark global best practices in logistics, service operations, waste management, and cleantech.

Process Engineering & SOP Governance

- Design, standardize, and upgrade SOPs across service, logistics, production, warehouse, and customer care.

- Build workflows, process documentation, and compliance mechanisms.

- Introduce process automation, checklists, and audit frameworks for consistent execution.

Training, Development & Audit

- Set up a structured Training Academy for service teams, city managers, supervisors, and production staff.

- Develop modules covering service processes, safety & EHS, client communication, production hygiene & quality, and inventory/logistics SOPs.

- Implement monthly & quarterly operational audits across all cities and production units.

- Own RCA/CAPA frameworks to eliminate recurring issues.

Service Delivery & Customer Experience Governance

- Build national standards for SLA, service uptime, response TAT, complaint closure, and NPS.

- Establish a strong escalation-resolution framework.

- Collaborate with Customer Success to strengthen client experience, retention, and audit readiness.

- Design reporting cadences, dashboards, and early-warning systems.

Supply Chain, Logistics & Inventory Strategy

- Architect reverse logistics systems for efficient collection and material movement.

- Develop route optimization frameworks, fleet models, and vendor management strategies.

- Build procurement and inventory policies (reorder levels, safety stock, min-max planning).

- Strengthen national warehousing structure and ensure inventory accuracy.

- Guide daily supply chain execution through structured processes and system adoption.

Production Management

- Oversee production operations and ensure quality standards.

- Improve throughput, reduce downtime, and ensure accurate output tracking.

- Integrate production schedules with logistics, warehouse, and service requirements.

- Implement production documentation, audits, FIFO systems, and traceability.

Digitization & Technology Adoption

- Lead ERP/CRM/MIS deployment across operations.

- Build dashboards for SLA, complaints, inventory, production, logistics, and costs.

- Enable automation, AI-led forecasting, and predictive maintenance.

- Ensure 100% compliance and adoption of digital tools at city level.

Financial & Cost Leadership

- Own operational budgeting, cost optimization, and unit economics improvement.

- Build cost-control frameworks for transport, manpower, warehousing, consumables, and production.

- Improve billing-readiness, documentation, and operational support for revenue realization.

- Partner with Finance on monthly reviews, forecasting, and variance analysis.

Expansion Planning (India + International)

- Create playbooks for new city launches, tier-2/3 expansions, and COFO models.

- Support international market readiness: operational models, SOPs, cost structures, logistics design.

- Build operational scalability frameworks for 50+ cities.

Cross-Functional Collaboration

- Work closely with Sales, Customer Success, Finance, HR, and R&D to ensure seamless execution.

- Ensure operational readiness for new client verticals, product lines, and large deployments.

- Build structured review cadences for alignment & decision-making.

Candidate Profile:

- 8 to 10 years in multi-city operations, supply chain, logistics, production, service delivery, cleantech, ESG, or manufacturing-led sectors.

- Strong multi-city operations leadership experience.

- Deep understanding of supply chain, logistics, and production.

- Expertise in process engineering, SOP design, and audit frameworks.

- Proven ERP/CRM/MIS adoption capability.

- Solid P&L understanding and financial discipline.

- Experience in team coaching, training, and people development.

- Excellent communication and stakeholder alignment skills.

- Customer-centric mindset with strong escalation-handling ability.

- Strategic planner with ability to scale rapidly.

- Knowledge of ESG, EHS, compliance, and hygiene systems.