Regional Head - Operations - Logistics

Role Overview:

The Regional Head - Operations will be responsible for managing the end-to-end operations of dark stores across a designated region. This includes overseeing inbound (inward), mid-mile, and last-mile logistics, while ensuring a superior customer experience and operational excellence. The role demands strong leadership, data-driven decision making, and close coordination with supply chain, tech, and customer support teams.

Key Responsibilities:

1. Dark Store Management

- Ensure smooth functioning of all dark stores in the region.

- Optimize space, layout, inventory flow, and manpower planning.

- Monitor stock accuracy, shrinkage control, and SLA adherence.

2. Inward Operations

- Coordinate with vendors/suppliers for timely inwarding of goods.

- Ensure accuracy in GRN (Goods Receipt Note) and system updates.

- Maintain hygiene and compliance during unloading and shelving.

3. Mid-Mile Logistics

- Oversee inter-store or hub-to-store transfers.

- Ensure timely movement of inventory to meet replenishment needs.

- Collaborate with central planning for demand forecasting and dispatch planning.

4. Last-Mile Delivery

- Monitor last-mile partner performance and delivery timelines.

- Ensure delivery SLA adherence and cost optimization.

- Improve order fulfilment rate and reduce returns/RTOs.

5. Customer Experience

- Drive NPS and customer satisfaction through delivery timeliness and issue

resolution.

- Implement initiatives to reduce complaints and enhance service quality.

- Work closely with support teams to identify and resolve root causes.

6. People & Performance Management

- Manage a team of store managers, area operations leads, and delivery

executives.

- Drive productivity, training, and performance reviews.

- Ensure adherence to labor laws and safety standards.

7. Data & Reporting

- Track and analyze key metrics: fill rates, TAT, dispatch accuracy, order delays,etc.

- Present weekly/monthly performance dashboards to leadership.

- Use insights to drive continuous improvement.

Key Skills & Requirements:

- 8-12 years of experience in quick commerce, e-commerce, retail ops, QSR,or hyperlocal logistics.

- Strong understanding of warehouse operations, logistics, and customer service.

- Proficient in Excel, WMS, routing tools, and dashboards.

- Excellent team leadership, communication, and problem-solving skills.

- Graduate/Postgraduate in Operations, Supply Chain, or related field.