Job Title: Senior Manager - Central Operations

Location: Mumbai

Department: Supply Chain

Role Overview

The Senior Manager - Central Ops will be responsible for liaising with multiple stakeholders to ensure daily ops metrics are adhered across all warehouses in India. This includes complete operational ownership from coordinating with multiple stakeholders to enable ground operations team to achieve their monthly targets and continuous improvements are made to improve metrics. The role demands strong process control, coordination across cross-functional teams, adherence to defined SLAs, iterate & keep refining inefficiencies in current system and take up new projects which are launched as per company's requirement

Key Responsibilities

1. End-to-End Operations process control

- Take complete ownership of SOPs which are to be followed in inward and outward operations of WH

- Track and action on L1 and L2 metrics on daily basis

- Work on building short-term and long-term SOP updates for critical roadblocks for operations team

2. Lead Daily operations standup calls

- Understand on the key challenges faced by teams to adhere to daily SLAs and take calls to improve numbers

- Ask right questions to folks based on numbers to enable team to work on right SLAs tracked

3. Process Improvement & Automation

- Standardize return workflows, documentation, and reporting formats across all locations.

- Identify automation opportunities (e.g., digital dispatch proof, dashboarding tools).

- Conduct periodic training sessions for warehouse teams on process adherence

4. Dispute Management:

- Drive timely dispute closures with multiple stakeholders (hub, logistics, finance) and data are shared in right format

- Partner with stakeholders on providing details/proof to ensure right credit/debit notes can be taken

5. Cross-Functional Coordination

- Liaise between Product, Tech, Procurement, Warehouse, Finance, and Logistics teams to ensure smooth daily operations

- Support Finance team in reconciling open transactions of WH to no exceptions are identified in audits

Key Metrics (KPIs)

- Timely order processing at WH - 98% adherence to promised timelines

- Timely inward receipt at WH - 98% adherence within D+1

- Timely Returns processing at WH - 98% adherence within D+1

- Cost optimisation as per pre-defined yearly targets

Qualifications & Experience

- Graduate / Postgraduate in Supply Chain Management, Operations, or Logistics.

- >5 years of experience in warehouse or supply chain operations

- Proven experience in managing multi-warehouse operations across India.

- Good knowledge and experience of ERP & WMS systems (e.g., NetSuite, SAP, or Vinculum)

Key Skills

- Excellent coordination and stakeholder management

- Strong data analysis

- High ownership and accountability mindset

- Process-oriented with eye for detail

- Strong communication and problem-solving skills

- Ability to work under tight timelines

Behavioural Competencies

- Ownership Mindset: Operates with complete accountability end-to-end

- Result Orientation: Focus on SLA adherence and fill-rate improvement

- Collaboration: Works seamlessly with Product, Procurement, Finance, Logistics & Ops

- Integrity: Transparent documentation and audit readiness

- Continuous Improvement: Regularly identifies and drives process enhancement