Chief Operating Officer

end-to-end operational, people, and process backbone

This role requires a seasoned operator with deep international e-commerce experience, strong commercial acumen, people leadership, and the ability to build scalable operational systems.

Key Responsibilities-

1. Strategic & Cross-Border Operational Leadership

• Develop and execute the India operating strategy aligned with UK leadership goals.
• Oversee daily operations across all departments ensuring efficiency, quality, and alignment.
• Lead IndiaUK coordination, ensuring clarity of responsibilities, KPIs, and service-level agreements (SLAs).

2. Process Design, SOPs & Operational Governance

• Create, standardise, and continuously improve

  SOPs for all departments.

3. People Leadership, HR Collaboration & Organisational Development

• Lead, mentor, and develop

  all department heads

  across India operations. Work closely with HR to: – build role structures and org charts – define job descriptions & competencies – lead performance management cycles – create leadership development programmes – align recruitment with long-term business strategy
• Ensure workforce planning aligns with growth needs, budgets, and UK expectations.

4. End-to-End E-commerce Operations Management

• Oversee the full operational engine supporting the UK e-commerce business.
• Ensure excellence in:
  – order lifecycle – fulfilment & warehousing – courier management – delivery SLAs – returns & refunds – customer communication
• Partner with Tech to ensure efficient WMS/OMS processes and operational integrations.
• Drive initiatives to shorten delivery times, reduce costs, and improve customer satisfaction.

5. Supply Chain, Inventory & Procurement Excellence

• Lead forecasting, demand planning, procurement, and vendor partnerships.
• Support the UK team on global logistics, customs, and cross-border workflows.

6. Customer Experience (CX) Leadership

• Own CX operations including voice, email, chat, and multi-channel support.
• Build SOPs and training programmes ensuring consistent high-quality service.
• Improve NPS, CSAT, first-contact resolution, and customer delight metrics.
• Ensure feedback loops between CX Product, Tech, Marketing, and Operations.

7. Technology, Automation & Digital Transformation

• Partner with CTO/Tech Heads to deliver automation, workflow optimisation, and system upgrades.
• Improve data accuracy, reporting systems, and operational tools (ERP, WMS, OMS, CRM).

8. Performance Reporting, KPIs & Operational Cadence

• Establish company-wide performance frameworks and dashboards including:
  – daily operational KPIs – SLA reports – functional scorecards – efficiency metrics – financial/operational performance packs
• Build strong routines including:
  – daily standups – weekly cross-functional reviews – monthly business reviews (MBRs) – quarterly strategy reviews (QBRs)
• Provide leadership with clear insights, risks, and recommendations.

9. Financial Management & Commercial Ownership

• Co-own cost optimisation, budgeting, and ROI analysis with UK finance & business leaders.
• Track cost of operations, manpower planning, automation ROI, vendor performance, and resource allocation.
• Collaborate with UK teams on operational planning for promotions, seasonal peaks, and growth drivers.

10. Culture, Leadership & Change Management

• Lead the India organisation with integrity, transparency, empathy, and high standards.
• Drive cultural alignment with the UK team, ensuring shared goals and values.
• Promote a high-performance, customer-first, data-driven culture.

Act as the change leader for new processes, systems, and ways of working .