City Operations Manager

Have you got an awesome appetite for ?

I. Operational Leadership:

● Oversee day-to-day operations of multiple Last Mile Hubs in Mumbai, ensuring smooth and efficient order processing, fulfillment, and delivery.

● Develop and implement operational strategies to optimize performance, reduce costs, and improve service levels.

● Monitor key performance indicators (KPIs) and take corrective actions to address any deviations.

II. Team Management:

● Lead, mentor, and manage a large team of hub managers, delivery executives, and support staff.

● Conduct regular performance reviews, provide feedback, and identify training needs.

● Foster a positive and collaborative work environment that encourages teamwork and high performance.

III. Customer Experience (CX) Focus:

● Ensure a customer-centric approach in all operational activities.

● Analyze customer feedback and data to identify areas for improvement and implement changes to enhance CX.

● Resolve customer escalations and issues promptly and effectively.

IV. SLA and Service Standard Adherence:

● Ensure strict adherence to Service Level Agreements (SLAs) and service standards.

● Monitor delivery times, order accuracy, and other relevant metrics to ensure targets are met.

● Develop and implement processes to improve SLA performance and service quality.

V. Business Acumen:

● Understand and analyze business metrics, including costs, revenue, and profitability.

● Identify opportunities for cost optimization and efficiency improvements.

● Stay updated with industry trends and best practices in e-commerce, D2C, Q-commerce, and food aggregators.

VI. Process Improvement:

● Identify and implement process improvements to streamline operations, reduce waste, and increase efficiency.

● Utilize data analysis and problem-solving skills to identify bottlenecks and implement solutions.

VII. Stakeholder Management:

● Collaborate with other departments, including supply chain, technology, and customer support, to ensure seamless operations.

● Build and maintain strong relationships with vendors, partners, and other stakeholders

We hope that you..

● Have bachelor’s degree in Business Administration, Operations Management, or a related field. MBA is preferred.

● Have minimum of 3+ years of experience in operations management, with a focus on last-mile delivery or e-commerce logistics.

● Have proven experience in leading and managing large teams.

● Have strong understanding of e-commerce, D2C, Q-commerce, and food aggregator business models.

● Have strong customer orientation and understanding of CX principles.

● Have proficiency in using technology and data analysis tools.