Operations Lead - Logistics & Customer Support

About Us:

As India's most loved sneaker brand, we are at the forefront of innovation and transformation in the market.

Were a well-funded, rapidly growing, omnichannel D2C brand with a passionate and innovative team.

About the Role:

We are looking for a highly motivated Operations Lead to join our team. In this role, you will be responsible for managing our outbound logistics operations and building a world-class customer support function. You will be pivotal in ensuring that our products reach customers seamlessly, and that every customer interaction reinforces the brand. You will own the end-to-end shipping and last-mile delivery process while also overseeing customer satisfaction and support operations. This role reports to Dishant and is based in Bengaluru with some travel required.

Responsibilities:

- Build, coach, and guide a 12+ membered, 2-tiered, high-performance logistics ops and customer delight teams.

- Own end-to-end logistics planning from warehouse dispatch to last-mile delivery ensuring timely and cost-effective shipping.

- Negotiate terms and prices with freight companies and last-mile delivery partners; monitor and assess their performance.

- Oversee customer support processes and organize them to enhance customer satisfaction and brand loyalty.

- Define and track key customer support metrics (CSAT, resolution time) and drive continuous improvement.

- Work cross-functionally with warehouse, product, and tech teams to resolve systemic issues impacting customers.

- Handle escalations and develop proactive communication frameworks for delays, returns, and order exceptions.

Requirements and Qualifications:

- Must have prior experience in leading atleast 5-10 team membered teams.

- Bachelor's degree from a top tier engineering college.

- 6+ years of experience in logistics, last-mile delivery, or customer operations roles with start-ups.