We're building India's most trusted Direct-to-Retail (D2R) commerce network for 3M+ Kirana retailers.

You'll own everything after the order is placed-from seller dispatch to customer delight.

Your mission: make sure every order that's confirmed gets delivered fast, complete, and hassle-free-with minimal RTO, missing items, or support escalations. This is a zero-fluff, high-ownership role at the intersection of Product Ops Experience.

What you'll own

1. Seller Dashboard Evolution:

- Build and refine the B2B Seller Dashboard where orders are packed and dispatched.

- Simplify workflows (picklist, shipments, label, invoice) and ensure FIFO adherence, dispatch SLAs, and compliance.

2. Tracking & Notifications:

- Create visibility for retailers on order status (confirmed - packed - shipped - delivered - issue resolution). Integrate tracking seamlessly across 3PL partners.

3. Customer Support Infrastructure:

- Define the support experience across chat, call, and ticket flows.

- Automate classification and resolution. Prioritize cases with real business impact.

4. RTO & Delivery Outcomes:

- Diagnose and reduce RTOs via better packaging, address validation, and buyer nudges.

- Build proactive alerts for high-risk orders.

5. Issue Management System:

- Design a unified "Post-Order Issue" layer for missing items, delivery delays, damaged goods, and refunds.

- Link back into seller and 3PL accountability.

6. Data-Driven Execution:

- Monitor dispatch TAT, delivery SLA, support turnaround, issue rate, and RTO cost.

- Identify bottlenecks and close the loop fast with Tech/Ops.

7. Cross-Functional Alignment:

- Collaborate with 3PLs, Operations, and Finance to ensure shipment allocation, reconciliation, and service-level adherence.

- Own dashboards that make post-purchase health visible.

What will make you effective here

1. E-commerce native (3-5 yrs): You've worked in a marketplace or logistics-heavy product setting, ideally handling seller tools, fulfilment, or support automation.

2. Product & Process sense: Ability to translate warehouse reality into product logic (picklists, statuses, tracking).

3. Systems thinker: You understand how seller actions, 3PL data, and support ops combine to create user experience.

4. Operational curiosity: You're comfortable diving into tickets, dashboards, and ground ops to find truth.

5. Analytical mindset

6. Program management: Drive alignment across Ops, 3PL, and Tech-balance speed with reliability.

7. Empathy for Bharat: You get the Tier-2/3 kirana context-language, expectations, constraints.

8. AI-native mindset: You use AI tools daily to work faster and smarter - from building dashboards to writing SQL, summarising feedback, debugging logic, or automating ops. You don't wait for tech bandwidth; you prototype with AI.