Job Description:

About the Role:

The Head of Operations owns everything that happens after goods are received into our warehouse, through to the customer's doorstep and back. It is a senior leadership role accountable for the full outbound operation: how quickly and accurately we ship, how much it costs us to do so, and the experience the customer has when the parcel arrives or a return goes out.

You take a clean handoff from Supply & Planning at goods-receipt, and from that point the operation is yours: storing stock accurately, turning orders into shipped parcels, moving inventory across the network, getting it to the door, and handling everything that comes back. As Valarr grows and goes multi-region, you will be the person who builds the distribution network, chooses and runs the systems, sets up new nodes, and develops the teams that let us operate faster and cheaper at scale without losing accuracy or service.

Your scope spans four connected areas:

- Warehousing: running the distribution centres, including inward, put-away, storage, inventory accuracy, safety and productivity.

- Fulfilment: turning an order into a shipped parcel (pick, pack, QC, manifest), fast and accurate across D2C and marketplaces.

- Mid-Mile Logistics: moving stock between nodes (mother warehouse to regional hubs) and designing the network as we go multi-region.

- Last-Mile Logistics: managing the courier/3PL stack to the door, plus returns and RTO, a major cost and experience lever in D2C.

You will be a core voice in the monthly S&OP, bringing capacity and service performance to the table alongside Planning's forecast and Finance's view on cash and margin, so that supply, service and cost stay in balance as we scale.

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 as SKUs and volumes grow.

- Set up and commission new DCs and storage capacity 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 within Amazon, Flipkart and other platform requirements to avoid penalties and listing suppressions.

- Build packing standards that protect the product and reflect the brand, working with Design on unboxing where relevant.

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 through better processes and partner management.

- Select, onboard, govern and review 3PLs and couriers on cost, service and reliability, and keep the partner mix competitive.

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.

- Use data and clear dashboards to run the operation and drive continuous improvement.

- Hire, structure and develop the team: Warehouse/DC Managers, Inventory Controllers, Floor Supervisors, Fulfilment Managers, OMS and packing leads, and last-mile, returns and transport managers, building capacity ahead of growth.

What We're 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, and balancing the two as the business grows.

- Hands-on and on-ground when needed, combined with the ability to plan and build for the next stage of scale.