Role Overview:

We are looking for a sharp, hyper-analytical, and execution-driven Senior Manager or Deputy General Manager of Quick Commerce Operations to lead end-to-end ground operations across NykaaNow cities. In this role, you will be the central nerve center for day-to-day execution, dark store scale-up, and last-mile delivery efficiency. You will manage 3PL courier partnerships, optimize rider payout structures, mitigate real-time operational stress, and work directly with tech and leadership teams to scale our Q-commerce footprint while keeping Cost Per Order (CPO) low and customer NPS high.

Key Responsibilities:

1. Daily On-Ground Operations and Live Mitigation:

- Real-Time Oversight: Drive real-time, hour-by-hour operational oversight across all active NykaaNow cities and dark store networks.

- Stress Mitigation: Monitor live delivery stress pockets and execute swift mitigation strategies, such as dynamic surge incentives, rider re-allocation, or order throttling.

- Graceful Degradation Protocols: Manage degradation protocols during high-stress periods, including severe weather or unexpected surges, using dynamic levers like serviceability radius reduction, surge fees, or temporary store closures.

- Uptime Optimization: Minimize store downtime and remove operational failure points to ensure maximum dark store uptime and continuous order processing.

2. 3PL and Last-Mile Delivery Partner Management:

- Vendor Governance: Own the operational relationship, service level agreements (SLAs), and performance monitoring for all 3PL courier partners.

- Partner Scaling: Onboard, negotiate, and scale new 3PL partners to support rapid city expansions and network density.

3. Rider Lifecycle, Retention and Commercial Design:

- Payout Structures: Design, implement, and periodically revise rider payout structures, incentives, and commercial frameworks to balance delivery economics with competitive earnings.

- Fleet Retention: Build programs to improve rider retention, decrease churn, and guarantee peak-hour rider availability across all operational zones.

4. Network Expansion and Dark Store Scaling:

- Store Launch and Ramp-Up: Lead store network planning, location feasibility, dark store layout designs, and operational ramp-up schedules for new city launches and cluster expansions.

- Fulfillment SOPs: Set up standard operating procedures (SOPs) for dark store inventory handshakes, dispatch lanes, and order handoffs to last-mile riders.

5. Process Optimization, Analytics and Cost Efficiency:

- CPO and O2D Reduction: Conduct statistical analysis at store, city, and regional levels to drive continuous reduction in Cost Per Order (CPO) and Order-to-Delivery (O2D) times.

- RCA and Quality Control: Perform root-cause analysis (RCA) on delivery breaches, Return to Origin (RTO), and Damage Delivery (DTO) in-transit failures.

- Tech Automation: Collaborate closely with Tech, Product, and Data teams to automate operational workflows, build real-time monitoring dashboards, and deploy tech-led levers for hyper-local route optimization.

6. Leadership Governance and Business Reporting:

- Executive Reviews: Lead weekly, monthly, quarterly, and Annual Operating Plan (AOP) business reviews with senior executive leadership.

- Data-Backed Strategy: Define and track operational metrics, presenting data-backed strategic recommendations for network expansion, tech investments, and budget allocation.

Required Candidate Profile:

- Experience: 8 - 10 years of total professional experience, with a minimum of 4 - 5 years specifically within Quick Commerce (Q-commerce), Hyperlocal Delivery, or Fast-Fulfillment E-commerce operations.

- Network Scale: Proven track record of managing multi-city ground operations, preferably 20+ cities, and handling high-volume daily order throughput.

- Partner Management: Hands-on experience in managing large-scale 3PL courier partners and designing rider payout or incentive models.

- Analytical Prowess: Strong proficiency in SQL, Excel, and data visualization tools like Tableau, PowerBI, or Looker to perform store-level statistical analysis and cost optimization.

- Tech-Driven Mindset: High comfort working with product and technology teams to build, test, and deploy operational features.