Job Description: Operations Manager (D2C Experience Preferred)

Location: Azadpur, Delhi

Department: Operations

Reports to: Director / CEO

Position Overview:

The Operations Manager will be responsible for overseeing the end-to-end operational activities of our business. This role requires a strategic thinker with a deep understanding of the D2C ecosystem and a track record of optimizing operational performance in fast-paced environments. You will lead cross-functional teams, streamline processes, and ensure a seamless consumer experience while driving scalability and efficiency across the organization.

Key Responsibilities:

• Strategic Leadership: Develop and execute the operational strategy to support the company's growth and expansion in the D2C space. Align operations with business objectives and key performance indicators (KPIs).
• D2C Operations Management: Lead and optimize all operational functions, including supply chain, logistics, fulfillment, customer service, inventory management, and order processing. Ensure that processes meet the highest standards of efficiency, speed, and customer satisfaction.
• Process Optimization: Continuously analyze and improve operational workflows and systems to reduce costs, improve delivery timelines, and enhance customer experience.
• Team Leadership & Development: Build and mentor a high-performing operations team, fostering a culture of collaboration, accountability, and continuous improvement. Set clear objectives and provide ongoing training and career development opportunities.
• Supply Chain & Logistics Oversight: Oversee supplier relationships, third-party logistics providers, and internal logistics teams to ensure product availability, cost-effectiveness, and timely delivery to customers.
• Customer-Centric Focus: Ensure a frictionless and high-quality customer experience by improving customer service operations, returns management, and resolving any operational issues that impact customer satisfaction.
• Data-Driven Decision Making: Utilize data and analytics to make informed decisions, track performance against KPIs, and implement corrective actions as needed. Provide regular performance reports to senior management.
• Cross-Functional Collaboration: Work closely with marketing, product, IT, and finance teams to ensure seamless operations and alignment on key initiatives.
• Scalability & Growth Management: Drive operational scalability to support growth, ensuring that systems, processes, and teams can handle increased order volume and complexity while maintaining quality and efficiency.
• Technology Integration: Leverage technology and automation to improve operational processes, reduce manual work, and enhance efficiency. Ensure that the company’s systems are scalable and capable of supporting future growth.

Qualifications:

• Experience: 7+ years of experience in operations management, with at least 4+ years in a leadership role in a D2C business, eCommerce, or direct-to-consumer environment.
• Proven Expertise: Demonstrated success in managing end-to-end operations for a D2C business, including supply chain, fulfillment, inventory management, and customer service.
• Leadership Skills: Strong leadership and team-building capabilities with experience leading cross-functional teams in a fast-paced environment.
• Analytical Mindset: Exceptional problem-solving skills and the ability to analyze complex data to drive operational improvements and strategic decisions.
• Technology-Savvy: Familiarity with modern eCommerce platforms, order management systems (OMS), enterprise resource planning (ERP) software, and other tools commonly used in D2C operations.
• Customer Focus: A customer-centric mindset, with a passion for delivering exceptional customer experiences in every touchpoint of the consumer journey.
• Scalability & Process Improvement: Experience in driving operational efficiencies and scaling operations while maintaining a focus on quality, cost, and performance.
• Educational Background: A Bachelor’s degree in Business, Operations Management, Supply Chain, or a related field is required. An MBA or advanced degree is a plus.

Desired Skills:

• Expertise in inventory management and demand forecasting.
• Understanding of fulfillment networks and third-party logistics (3PL).
• Knowledge of customer experience management, returns handling, and reverse logistics.
• Ability to work under pressure and meet tight deadlines while maintaining high standards of accuracy.