Description:

Role Overview:

The Sr. Manager Operations will lead and scale day-to-day operations for the Packers & Movers business across multiple categories(Intercity, Intracity) across Pan India(Spread across 10 cities and expanding ).

The role demands strong execution capabilities, people leadership, and the ability to translate business vision into operational excellence. The ideal candidate is someone who has multi-city operations in an experienced-focused business, managed high-performing teams, and has good comfort with data, and most importantly has the ability to understand ground realities well.

Key Responsibilities:

1. Operations Management:

- Drive day-to-day operations across business verticals with strong execution discipline.

- Plan supply for projected demand and ensure quality and operational standards.

- Allocate and manage city teams for on ground operational execution.

2. SOPs, GTMs & Process Excellence:

- Implement SOPs and execute GTMs for new product launches and process rollouts.

- Identify operational inefficiencies and drive improvements in partnership with Product, Analytics, and Central teams.

- Ensure adherence to standards around quality, turnaround times, and customer experience.

3. Business & Category Leadership:

- Lead geographic and category expansion by collaborating with cross-functional stakeholders.

- Manage P&L for assigned categories along with other business co-owners.

- Build and execute strategic objectives (e.g NPS improvement, New launches).

4. Market Intelligence & Strategy:

- Track market trends around pricing, competition, and service quality to define short to medium( 1 day to 6 m) term strategies

- Bring a strong eye for detail to understand micro-market nuances and routes, and tailor strategies accordingly for growth and customer experience.

5. Escalation & Risk Management:

- Enable teams to handle escalations with excellence an discipline, identify recurring patterns, and drive long-term structural fixes.

- Ensure effective governance mechanisms for city operations.

6. Vision & Roadmap:

- Create a clear operational vision and detailed roadmap for business excellence.

- Influence and lead multi-city teams through structured planning, communication, and performance management.

Skills & Competencies:

Must-Have:

- Strong people leadership; prior experience handling a team of managers is essential.

- Experience managing multi-city operations with at least 20+ member teams.

- Excellent communication skills, with the ability to influence both leadership and ground teams.

- High comfort in using data and ground intelligence for decision-making.

- Deep on-ground bias with a roll-up-your-sleeves attitude and the willingness to travel to uncover and address real issues.

Good-to-Have:

- Experience in logistics, mobility, supply chain, or marketplace operations.

- Exposure to category management roles involving both strategy and execution.

- Ability to work cross-functionally and manage multiple stakeholders.