City Operations Manager

As an Operations Manager at our company, you will play a crucial role in overseeing the day-to-day operations of multiple Last Mile Hubs in Mumbai. Your responsibilities will include: - Overseeing the smooth and efficient order processing, fulfillment, and delivery operations. - Developing and implementing operational strategies to optimize performance, reduce costs, and improve service levels. - Monitoring key performance indicators (KPIs) and taking corrective actions to address any deviations. You will also be responsible for leading, mentoring, and managing a large team of hub managers, delivery executives, and support staff. This will involve: - Conducting regular performance reviews, providing feedback, and identifying training needs. - Fostering a positive and collaborative work environment that encourages teamwork and high performance. Your focus on ensuring a customer-centric approach in all operational activities will be crucial. This includes: - Analyzing customer feedback and data to identify areas for improvement and implementing changes to enhance customer experience (CX). - Resolving customer escalations and issues promptly and effectively. Furthermore, you will be expected to ensure strict adherence to Service Level Agreements (SLAs) and service standards by: - Monitoring delivery times, order accuracy, and other relevant metrics to ensure targets are met. - Developing and implementing processes to improve SLA performance and service quality. Your role will also involve understanding and analyzing business metrics, identifying opportunities for cost optimization and efficiency improvements, and staying updated with industry trends and best practices in e-commerce, D2C, Q-commerce, and food aggregators. In addition, you will be responsible for identifying and implementing process improvements to streamline operations, reduce waste, and increase efficiency. Utilizing data analysis and problem-solving skills to identify bottlenecks and implement solutions will be key in this aspect. Stakeholder management is another critical aspect of the role, involving collaboration with other departments and building strong relationships with vendors, partners, and other stakeholders. Qualifications Required: - Bachelor's degree in Business Administration, Operations Management, or a related field. MBA is preferred. - Minimum of 3+ years of experience in operations management, with a focus on last-mile delivery or e-commerce logistics. - Proven experience in leading and managing large teams. - Strong understanding of e-commerce, D2C, Q-commerce, and food aggregator business models. - Strong customer orientation and understanding of CX principles. - Proficiency in using technology and data analysis tools.,