About the Role:

The Head of Operations owns everything that happens after goods are received into the warehouse, through to the customer's doorstep and back. This is a senior leadership role accountable for the full outbound operation: how quickly and accurately orders are shipped, how much it costs to do so, and the overall customer experience from delivery through returns.

You will take ownership once goods are received from the Supply & Planning team. From that point onward, the operation is yoursensuring inventory is stored accurately, orders are fulfilled efficiently, inventory moves seamlessly across the distribution network, customers receive their orders on time, and returns are handled effectively.

As the business scales across multiple regions, you will build and optimize the distribution network, implement the right operational systems, establish new distribution nodes, and develop high-performing teams that enable faster, more cost-efficient operations without compromising service or accuracy.

Your scope spans warehousing, fulfilment, mid-mile and last-mile logistics. You will also play a key role in the monthly Sales & Operations Planning (S&OP) process by providing operational capacity and service insights alongside Planning's forecasts and Finance's commercial outlook.

Key Responsibilities:

Warehousing & Inventory:

- Run the distribution centres end to end: inward, put-away, storage, picking faces, safety and floor productivity.

- Keep inventory accuracy high and shrinkage low through disciplined cycle counts, controls and process.

- Optimise space utilisation and storage cost per unit, and set up and commission new DCs ahead of demand.

Fulfilment:

- Drive fast, accurate order processing (pick, pack, QC, manifest) across D2C and marketplaces.

- Hit same/next-day dispatch and order-accuracy targets while controlling cost-to-serve per order.

- Hold marketplace SLAs (Amazon, Flipkart and others) to avoid penalties and listing suppressions, and build packing standards that protect the product and reflect the brand.

Logistics (Mid-Mile & Last-Mile):

- Design and run mid-mile movement between the mother warehouse and regional hubs, and plan the multi-region network as volumes grow.

- Manage the courier and 3PL stack to the door for high on-time delivery at the right cost.

- Own returns, RTO and NDR reduce reverse-logistics cost and resolve failed deliveries faster and select, onboard and govern 3PLs on cost, service and reliability.

Systems, Cost & Team:

- Choose and run the right WMS/OMS and processes so operations scale cleanly with volume and nodes.

- Own the operations cost line, reducing shipping cost per order and cost-to-serve while improving service, using data and clear dashboards.

- Hire, structure and develop the team DC managers, inventory controllers, supervisors, fulfilment, OMS and packing leads, last-mile, returns and transport managers building capacity ahead of growth.

What Were Looking For:

- 5 to 12 years in operations, warehousing, fulfilment and logistics for a physical-product business, with strong time leading the function, ideally in D2C, e-commerce, retail or 3PL.

- Strong command of warehouse operations, order fulfilment and last-mile logistics across both D2C and marketplaces.

- Proven experience managing 3PLs and courier partners, and reducing delivery cost, RTO and reverse-logistics cost.

- Track record of running tight SLAs (dispatch, on-time delivery, order accuracy) at scale, including marketplace requirements.

- Strong experience with WMS/OMS systems and using data to run and improve operations.

- A builder who has scaled operations across multiple regions or nodes, set up new DCs or hubs, and led large, multi-site teams.

- Comfortable owning both cost and service, hands-on and on-ground when needed, while planning and building for the next stage of scale.

Why This Role Matters:

Once Planning gets the right stock into the building, this role gets it to the customer fast, accurately and affordably, and brings it back smoothly when needed. Speed, accuracy and delivery cost are where customer trust and margin are both won or lost. This is the opportunity to build Basils entire distribution engine, and the team behind it, on the way to 500 Cr.