Key Responsibilities:

National Operations Leadership:

- Own the overall PAN-India operations charter across regions, markets and operating units.

- Lead and coach regional operations heads, creating consistent operating standards and accountability across the network.

- Manage a workforce of ~4,000 employees through a strong regional leadership structure.

- Drive operational performance across cost, productivity, service levels, turnaround time and customer experience.

- Build scalable operating processes and mechanisms that can support rapid business growth.

Logistics & Supply Chain:

- Oversee last-mile logistics, fulfilment, warehousing, distribution and associated supply-chain operations.

- Drive improvements in delivery productivity, fleet utilisation, fulfilment efficiency, inventory movement and cost per order/delivery.

- Partner with supply-chain and category teams to improve availability, service levels and operational efficiency.

- Identify opportunities to leverage technology, automation and data to improve network performance.

Customer Operations:

- Own the customer-service and customer-experience charter across the business.

- Build mechanisms to improve SLA adherence, resolution time, customer satisfaction and repeat usage.

- Create strong feedback loops between customer operations and business/product teams.

People & Organisation:

- Lead a large, distributed frontline workforce and build a high-performance culture.

- Strengthen the regional leadership bench and succession pipeline.

- Establish clear productivity metrics, performance management mechanisms and operating rhythms.

- Drive workforce planning and optimise manpower deployment across markets.

Data & Operational Excellence:

- Build a highly data-driven operations culture, using dashboards and operating metrics to identify bottlenecks and improve performance.

- Establish a strong review cadence across regional teams and ensure accountability against KPIs.

- Identify opportunities for process redesign, automation and cost optimisation.

- Benchmark performance across regions and replicate best practices across the network.

Business Partnership:

- Partner closely with the Founders, business heads, supply chain, category, finance, product and technology teams.

- Translate business growth plans into operational capacity and execution plans.

- Balance growth, customer experience, service levels and profitability while scaling the network.