Key Responsibilities:
Last Mile Operations:
- Drive operational excellence across picking, packing, and delivery workflows.
- Ensure defined SLAs are consistently met across all digital channels.
- Optimize order flow, turnaround time, and fulfilment accuracy.
- Identify process gaps and implement improvements for speed and efficiency.
- Manage escalations related to fulfilment and delivery.
Team Leadership & Coordination:
- Work closely with DMs - Digital Operations to plan, execute, and monitor daily operations.
- Provide direction, prioritization, and support to ensure execution standards are met.
- Align execution across locations through structured reviews and communication.
- Build capability and operational discipline across the digital operations team.
Cross-functional Coordination:
- Partner with Store Directors to ensure store-level readiness and execution discipline.
- Work with the Growth team to align operational capacity with campaign plans and demand spikes.
- Facilitate communication between central teams and stores to ensure smooth execution.
Performance Monitoring & Improvement:
- Track and analyze fulfilment metrics (TAT, order accuracy, delivery success, etc.).
- Build reporting dashboards and review performance regularly.
- Implement SOPs and training frameworks for store execution teams.
- Drive continuous improvement initiatives and automation opportunities.
Operational Governance:
- Establish standard processes and controls across stores.
- Ensure compliance with service and quality standards.
- Support scaling of digital operations as business grows.
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