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.

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.

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 (NPS improvement, New launches).

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.

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.

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