Snapmint - Head - Operations & Design

ABOUT SNAPMINT :

- Snapmint is India's fastest growing EMI on UPI platform, present in 2,300+ cities and serving more than 10 million customers. Founded in 2017 by IIT Bombay and ISB alumni, Snapmint is on a mission to unlock affordability for the next 500 million Indian consumers - people who want products that improve their lives and can afford them on EMI.

- Snapmint's ecommerce marketplace is India's fastest growing e-commerce platform on a 100% prepaid EMI model - the only platform in India where the credit decision, the product catalog, the logistics execution, and the post-purchase financial experience are all owned by the same entity. We are backed by leading investors with $181M raised and are in discussions for a significant growth round.

- We invite you to join a team that is scaling one of India's most unique commerce-fintech platforms as we embark on our journey to 100 million consumers.

- This role comes in at a pivotal moment. The platform is growing at triple digit YoY and is targeting 10x scale within 24 months. The logistics and fulfilment infrastructure must scale in parallel - or the growth engine stalls. The incoming AVP Operations inherits real data, a clear diagnosis, and a defined plan. The mandate is execution.

ROLE OVERVIEW :

- This is one of the most commercially consequential operations roles in Indian ecommerce right now. As AVP Operations, you will own Snapmint's entire logistics and fulfilment infrastructure - from courier partner management and last-mile performance to the Control Tower, NDR management, returns operations, and the development of Fulfilled by Snapmint (FBS), the platform's in-house fulfilment programme.

- You will build from near scratch. You will report to the CBO - Ecommerce and sit as the most senior operations leader in the ecommerce business.

- You will manage a team that will grow from the current 7 ops FTEs to 15+ within 12 months, and you will be a key voice in shaping the ecommerce product roadmap for all logistics-adjacent features.

KEY RESPONSIBILITIES :

Control Tower & Real-Time Visibility :

- Build and own the live Control Tower dashboard - transitioning from the current manual Excel process to a real-time order management system covering daily orders across Delhivery, Shiprocket, and Xpressbees

- Design and implement the T+6hr dispatch breach alert loop - automatic escalation to the Merchant Dispatch Coordinator when any order misses the 24-hour dispatch SLA

- Establish real-time in-transit exception detection: orders stuck for more than 24 hours triggering immediate intervention before they convert to RTO

NDR Management - Build from Zero :

- Design the NDR workflow: automatic NDR queue creation on first delivery failure, Build the EMI-NDR bridge: when a prepaid customer's delivery fails, proactive WhatsApp message confirming the EMI status and explaining the re-delivery plan - eliminating the anxiety-driven CS contact

- Track and report NDR rescue rate, call attempt rate, average call-to-reattempt TAT, and rescue revenue recovered - weekly to CBO

Courier Partner Management & LSP Strategy :

- Own all three LSP relationships: Delhivery, Shiprocket, Xpressbees, and any new partners onboarded during tenure

- Implement weekly courier scorecards: OTD rate, RTO rate, fake delivery incidents, billing accuracy, and hub-level performance for the top 20 origin and destination pincodes

- Build the pincode intelligence matrix: LSP allocation rules by pincode, dark pincode management (pincodes with >15% delivery failure), and dynamic reallocation when performance degrades

- Own the courier billing reconciliation programme - audit all LSP invoices monthly,

- Negotiate and manage SLAs, rate cards, and volume commitments across all LSPs - annual review cycle with quarterly performance-linked rate discussions

Merchant Dispatch Operations :

- Own merchant dispatch SLA compliance

- Manage the Merchant Dispatch Coordinator role and the daily dispatch chase process: morning call with bottom 20 merchants by dispatch compliance, formal breach notice workflow, and escalation to Merchant Success for repeat offenders

- Provide monthly merchant performance data to the Merchant Success team: dispatch TAT by merchant, RTO rate by merchant-LSP combination, and cancellation attribution (merchant OOS vs customer-initiated vs pickup failure)

- Define and implement the merchant-shipped RTO protocol

Returns, RVP & Fraud Management :

- Own the return-to-refund TAT from the logistics side

- Build the returns QC protocol: mandatory inspection checklist on all reverse pickups, graded outcome (resalable / damaged / fraud), and automated trigger to the refund engine on receipt confirmation

- Build and manage the Returns & Fraud Analyst function: high-RTO pincode identification, repeat doorstep refusal pattern detection, device fingerprinting cross-reference with the credit team's fraud model,

- Design the RVP (Reverse Pickup) escalation protocol: when a return is initiated

Fulfilled by Snapmint (FBS) - Build and Launch :

- Define the FBS commercial proposition to D2C merchants: guaranteed dispatch SLA, pre-dispatch QC inspection, and Snapmint-standard packaging

- Oversee hub site selection, lease negotiation, WMS selection, staff hiring, and go-live logistics

- Track FBS-specific KPIs separately from 3PL performance: FBS order-to-dispatch TAT, FBS delivery TAT, FBS RTO rate, FBS return rate, and FBS gross margin contribution vs 3PL-fulfilled equivalent

Team Building & Organisation Development :

- Build the Logistics & Operations function

- Own all logistics-function hiring: JD creation, screening, interviewing, and offer management for all roles up to Manager level; partner with CBO

- Develop and execute the performance management framework for the ops team: weekly KPI reviews, monthly 1:1s, quarterly performance calibrations, and real-time scorecards visible to every team member

- Manage the existing team

WHAT WE ARE LOOKING FOR :

Experience & Track Record :

- 10-14 years of operations experience with at least 5 years in ecommerce logistics, fulfilment, or supply chain at scale - specifically experience managing 3,000+ orders per day

- Demonstrable experience building or transforming a last-mile operations function - not just running an inherited machine but designing the processes, tools, and team structure from scratch

- Deep hands-on experience with Indian 3PL courier ecosystems: Delhivery, Shiprocket, Xpressbees, Bluedart, Ekart - you should know how to read a Delhivery MIS, dispute a Shiprocket billing, and run an SLA review with a courier's Key Account Manager

- Prior experience building NDR management or customer contact programmes for delivery exceptions - understanding of the calling workflow, rescue rate economics, and the courier-to-CRM data integration

- Experience with fulfilment centre operations or multi-brand warehousing is strongly preferred - especially if you have scoped, launched, or managed an in-house fulfilment programme

- Preferred backgrounds: Meesho, Ecom Express, Shadowfax, Delhivery (operations side), Flipkart Commerce, Amazon Fulfillment, Udaan, AJIO, Nykaa, or comparable scale Indian ecommerce or logistics companies

Analytical & Technical :

- You work in numbers, not narratives.

- SQL proficiency sufficient to independently pull and analyse order-level data without depending on an analyst for every question

- Experience with or ability to rapidly learn logistics dashboard tools - Shiprocket's analytics, Delhivery's MIS portal, Freshdesk for CS data, and ideally a data warehouse like Redshift or BigQuery

- Comfortable with the financial mechanics of logistics operations: exception cost per order, courier billing reconciliation, per-pincode yield analysis, and the unit economics of in-house fulfilment vs 3PL

Leadership & Cross-Functional :

- Proven ability to build and develop teams of 10-20 people across multiple sub-functions - you will be managing CT, NDR, returns, LSP, and FBS teams simultaneously from Day 1

- Ability to work across functions without formal authority - the CT dashboard requires engineering, the merchant dispatch SLA requires the Merchant Success team, and the EMI pause on returns requires the fintech product team. You must be able to drive cross-functional outcomes as a collaborator, not just as a manager

- Comfort with founder-level communication - you will be reporting directly to the CBO and presenting to co-founders. You must be able to translate operational detail into business impact without losing precision

- Urgency without chaos - this role requires someone who can build the right process without building bureaucracy. The business is growing at 90% YoY. Operational rigour and speed must coexist