Location: Siliguri

Head of Operations role for a leading, rapidly growing ecommerce beverage player with an expanding international footprint. The candidate should have experience in handling multiple teams, has a roll up your sleeves attitude to get the work done, is self-motivated and has the ability to work in fast-paced office environment. The person will also be part of the Senior Management team.

Key Responsibilities :

- Responsible for all budgetary, people development and operations objectives for the Fulfillment Center & Warehouse. Ensure production and orders getting shipped out within defined SLA. Coach and mentor the team to ensure performance objectives are met, build positive employee relations and build leadership bench strength within the Fulfillment Center.

- Create staffing plans, schedules, quality initiatives, process change initiatives and other initiatives to enable the FC to meet and exceed Business Plan. Set / clarify requirements and expectations for Reporting Managers. Define OKRs against timelines and set up appraisal review system. Create team retention and empowering activities to reduce attrition.

- Define the operational metrics, set up processes and systems to scale up business with the unwavering focus on operational efficiency and profitability. Measure performance, provide feedback and hold Managers accountable for their performance and the performance of their departments. Able to address operational and personnel issues affecting functional area.

- Inventory management ensuring zero pilferage. Safeguarding of warehouse operations by monitoring procedures and protocols while ensuring that productivity targets are met constantly. Identify new opportunities to support the global teams and expand the operations in other geographies.

- Responsible for the end-to-end Customer Experience. Drive Customer Service metrics through Customer Communication, Service Quality checks and other measures. Innovation on behalf of customers who are seeking support for a problem or question by improving the customer experience. Defining and leading cross-functional improvement/change initiatives related to the customer experience. Defining customer experience deliverable roadmap and developing workflow scenarios across a number of customer experience scenarios.

- Operational excellence improvement and achievement of Operational SLA for inbound and outbound Logistics (both Domestic and International). Ensure cost effective supply by arresting all unproductive revenue leakages and delays in the logistics value chain.

- Validation and verification of QA test methods to ensure optimization improvements. Ensure physical test of various products to ensure compliance to company standards. Evaluate the defined specifications and provide recommendations in order to ensure that products are adequate to meet the quality standards. Gain insights from investigation efforts, identify the root cause of deviations, and suggest corrective measures.

Qualification & Skills :

- MBA from a top Business School having 5 - 15 years of work experience and preferably working with a reputed startup / Ecommerce company.

- Proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment. Experience leading cross-functional teams to deliver products and projects on tight deadlines

- A distinguished track record of working effectively with people across a complex organization to create and launch innovative, successful solutions. Acts with a sense of urgency and determination with the end result in mind. Builds trust, relationships and effective networks.

- Would manage a team of 6-7 (direct), 100-120 (indirect) reportees

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