We are looking for an experienced and results-driven Operations Head to lead and scale end-to-end operations for a fast-growing fashion e-commerce business. The ideal candidate will be responsible for driving operational excellence across fulfilment, inventory management, warehousing, logistics, customer experience, and marketplace vendor operations. This role requires a strategic leader who can optimize processes, leverage technology, improve customer satisfaction, and build scalable operational frameworks to support rapid business growth.

Key Responsibilities:

Operations Strategy & Business Excellence:

- Develop and execute the overall operations strategy aligned with business growth objectives.

- Drive continuous improvement initiatives through process optimization, automation, and digital transformation.

- Establish operational KPIs and monitor performance across all operational functions.

- Build scalable operational processes to support business expansion and increasing order volumes.

- Lead cross-functional collaboration with Product, Technology, Finance, Marketing, and Category teams.

- Identify operational bottlenecks and implement data-driven solutions to improve efficiency and productivity.

- Ensure operational compliance with internal policies and industry standards.

Fulfilment & Warehouse Operations:

- Manage end-to-end fulfilment operations across multiple warehouses and fulfilment centers.

- Oversee warehouse productivity, manpower planning, capacity utilization, and infrastructure expansion.

- Develop fulfilment strategies to improve order processing speed and accuracy.

- Lead peak season planning, promotional event readiness, and inventory allocation.

- Optimize warehouse workflows to reduce turnaround time and fulfilment costs.

- Monitor warehouse KPIs including order accuracy, dispatch timelines, and inventory accuracy.

Inventory Management:

- Drive inventory planning and stock optimization across warehouses and marketplaces.

- Ensure healthy inventory turnover while minimizing stock-outs and excess inventory.

- Collaborate with merchandising and supply chain teams for demand forecasting and replenishment planning.

- Improve inventory visibility through robust inventory control systems.

- Lead cycle counts, stock audits, reconciliation, and shrinkage control initiatives.

- Optimize working capital through effective inventory management strategies.

Logistics & Supply Chain:

- Manage relationships with logistics partners, courier providers, and third-party fulfilment vendors.

- Optimize first-mile, middle-mile, and last-mile delivery operations.

- Improve delivery timelines while reducing logistics costs.

- Monitor logistics performance through key metrics including delivery SLA, RTO, transit damage, and shipment cost.

- Develop contingency plans to manage operational disruptions during high-demand periods.

- Drive continuous improvements in transportation planning and network optimization.

Customer Experience:

- Own the complete post-purchase customer experience.

- Drive initiatives to improve Customer Satisfaction (CSAT), Net Promoter Score (NPS), and service quality.

- Analyze customer complaints and identify root causes for process improvements.

- Reduce order cancellations, delivery failures, and return rates.

- Collaborate with customer support teams to ensure timely issue resolution.

- Implement customer-centric operational improvements that enhance brand loyalty.

Marketplace Vendor Operations:

- Manage onboarding, compliance, and performance of marketplace vendors.

- Ensure vendors adhere to service-level agreements, quality standards, and fulfilment timelines.

- Improve vendor productivity through operational support and performance reviews.

- Monitor vendor scorecards, inventory availability, and order fulfilment metrics.

- Build scalable vendor management processes to support marketplace growth.

- Resolve operational issues impacting vendor performance and customer experience.

Process Improvement & Automation:

- Identify automation opportunities across warehouse, logistics, inventory, and customer operations.

- Partner with technology teams to implement operational tools, dashboards, and workflow automation.

- Utilize analytics to improve decision-making and operational efficiency.

- Build standardized SOPs and ensure organization-wide adherence.

- Drive Lean and Six Sigma initiatives wherever applicable.

Leadership & Team Management:

- Lead and mentor large cross-functional operations teams.

- Build high-performing teams through coaching, training, and performance management.

- Foster a culture of accountability, collaboration, innovation, and continuous improvement.

- Drive workforce planning, succession planning, and talent development initiatives.

Required Skills & Qualifications:

- 7+ years of experience in Operations, Supply Chain, Logistics, or Fulfilment, with significant experience in the e-commerce, fashion, retail, or marketplace ecosystem.

- Proven experience leading large-scale operations across warehousing, inventory, logistics, and customer operations.

- Strong understanding of e-commerce fulfilment models and marketplace operations.

- Experience in warehouse management systems (WMS), ERP platforms, OMS, and inventory management tools.

- Strong analytical and problem-solving skills with the ability to interpret operational data.

- Expertise in process optimization, automation, and operational excellence frameworks.

- Strong stakeholder management and cross-functional collaboration skills.

- Excellent leadership, people management, and communication abilities.

- Ability to manage multiple priorities in a fast-paced, high-growth environment.

Preferred Experience:

- Experience managing multi-location warehouse operations.

- Exposure to fashion, lifestyle, retail, D2C, or marketplace businesses.

- Experience with courier management, last-mile delivery optimization, and reverse logistics.

- Knowledge of Lean, Six Sigma, or other operational excellence methodologies.

- Familiarity with business intelligence and reporting tools such as Power BI, Tableau, or advanced Excel.