Sorted - Cluster Manager - Operations

Company: Handpickd

Job Title: Cluster Manager- PS Ops

Location: Gurgaon

About Us:

Handpickd is a one-of-a-kind matchmaking platform for fruits and vegetables that customers love and use frequently. We're building a zero-forecasting, zero-inventory, zero-warehousing model that solves for wastage while ensuring the freshest produce possible. Pesticide-free and plastic-free produce are added feathers in our offering.

Our mission: to reduce wastage, rebuild trust in freshness, and disrupt India's largest and most frequent consumption category - at scale and profitably.

Key Responsibilities:

Operational Management:

- Own and manage day-to-day pick, pack, and dispatch operations across all assigned dark stores.

- Monitor order processing accuracy, turnaround time (TAT), and delivery KPIs to ensure 100% service reliability.

- Standardize processes and ensure adherence to SOPs, compliance, and quality standards.

- Coordinate with central planning, supply chain, and logistics teams to maintain optimal inventory availability.

People Leadership:

- Lead, mentor, and motivate a team of Store Managers and Supervisors, fostering a culture of accountability and performance.

- Drive capability-building and continuous training for staff to ensure operational excellence.

- Conduct regular performance reviews, provide feedback, and design development plans for the team.

Efficiency & Continuous Improvement:

- Identify and implement process improvements to enhance speed, accuracy, and cost efficiency.

- Leverage data and operational analytics to monitor productivity, forecast demand, and optimize workforce allocation.

- Drive automation, technology adoption, and lean practices to reduce operational bottlenecks.

Customer & Stakeholder Management:

- Ensure high service levels and customer satisfaction through timely and accurate deliveries.

- Collaborate with central operations, logistics partners, and technology teams to address issues proactively.

- Act as the escalation point for critical operational challenges and resolve them promptly.