Head of Fulfillment & CX

Job Description

What Do We Do ShopDeck helps e-commerce merchants set up and manage their D2C storefront “profitably”. Proposition For Merchants D2C selling made as easy as selling on marketplaces like AZ, FK, Meesho, Myntra, etc Why Build This India’s D2C wave has been limited to venture-funded D2C brands today The art of selling on your own website is not democratised. There are ~500k-1M sellers who can sell D2C but can at best sell on marketplaces Philosophically - we feel brand owners should spend most of their time on the product and not on channel optimization Shopify / Status-quo software solve for work-flow management of storefront but don’t do enough on “helping” merchants sell well! Our Proposition We have a software + services proposition for the merchant with the goal of optimising for the merchant's profitability. Our product is an all-in-one software stack that gives merchants everything they need to sell D2C, i.e. Storefront, Shipping, Marketing integrations, Communication. Our services layer works on top of this software stack to achieve profitability for merchants. Here, we combine 4-key roles in classic e-commerce setup, all relevant for any D2C brand as well: Marketing manager (“top of the funnel”) Category manager (“products/merchandising”) Product manager (“website/app metrics”) Ops manager (“shipping metrics”) Our services layer measures metrics across all these buckets to optimise and take appropriate actions for merchant’s profitability. Over time, the goal is to productize our services layer - which we believe will move the baseline of what merchants expect from a storefront software. Team And Scale We’re at ~$6M ARR and had hit profitability earlier in the year. We’ve recently raised series-B from led by Bessemer Venture Partners (who had famously led Series A for Shopify in 2010) with participation from Elevation Capital, General Catalyst (fka Venture Highway) and Chiratae Ventures. Job Title: Head of Fulfillment & CX Role Overview In our world, fulfillment = trust, and CX = retention. You will be the engine behind both. We're looking for a mission-critical leader who can build India's most reliable fulfillment + support backbone in e-commerce enablement. This role isn’t about maintaining operations — it's about architecting a scalable, tech-enabled, zero-defect post-purchase engine. World-Class FulfillmentInfrastructure Architect & execute our national fulfillment footprint. Build a delivery engine that hits the target %OTIF across all categories. Solve for cost × reliability × speed without trade-os. Customer Experience That Builds Loyalty Design and run a CX engine (support, escalation, returns) like a product ~ fast, responsive, data-backed. Move the needle on NPS and repeat purchase for CX-touched users. Set SLAs and close the loop: every CX issue should fix a root cause. Operational Systems & Team That Scale 10x Hire, structure and coach high-ownership teams across fulfillment, support, and reverse logistics. Build tight SOPs, real-time dashboards, and feedback systems across functions. Drive process thinking, hustle, and metrics obsession into the org DNA. Tech-Led Ops Engine Work with Product & Tech to scale internal tools that drive automation and insight. Lead org-wide initiatives on TAT reduction, resolution speed, and failure prevention. What Makes You Right For This Role Overall 4-7 Years of Work Experience Tier-1 Pedigree (Top IIT/NIT/BITS/B-Schools) Experience in scaling Ops/CX/Fulfillment in E-com, D2C, logistics, or new-age retail is preferred. You think wholistic: cost, SLA, experience, retention ~ all maer equally. You are execution-obsessed, process-minded, but fast on your feet. What We Offer At ShopDeck, you’ll: Impact Lives: Help hundreds of sellers grow their brands online Innovate Fearlessly: Experiment, learn, and push boundaries. Thrive Together: Work with diverse, driven minds in a culture of care and boldness. If you’re curious, driven, and ready to take on big challenges, ShopDeck is where you belong! Skills: process excellence,process optimization,strategy and operations,operational excellence,fulfillment management,business operations,team leadership Show more Show less