Head of Fulfillment & CX

Role Overview: As the Head of Fulfillment & CX at ShopDeck, your role is crucial in building and maintaining trust through fulfillment and ensuring customer retention through exceptional customer experience. You will be responsible for architecting a scalable and tech-enabled post-purchase engine that focuses on world-class fulfillment infrastructure and customer experience that builds loyalty. Your primary focus will be on operational systems and teams that can scale 10x, along with leading tech-led operations initiatives. Key Responsibilities: - Architect and execute the national fulfillment footprint to ensure reliable and efficient delivery across all categories. - Design and run a CX engine that is fast, responsive, and data-backed to enhance NPS and repeat purchases. - Hire, structure, and coach high-ownership teams across fulfillment, support, and reverse logistics. - Work with Product & Tech teams to scale internal tools for automation and insight. - Drive process thinking, metrics obsession, and hustle into the organizational DNA. Qualifications Required: - 4-7 years of overall work experience. - Tier-1 Pedigree from a top institute such as IIT, NIT, BITS, or B-School. - Experience in scaling Ops, CX, and Fulfillment in e-commerce, D2C, logistics, or new-age retail preferred. - Ability to think holistically about cost, SLA, experience, and retention. - Strong execution skills, process-oriented mindset, and quick decision-making abilities. At ShopDeck, you will have the opportunity to impact the lives of hundreds of sellers by helping them grow their brands online, innovate fearlessly, and thrive in a culture of care and boldness. If you are curious, driven, and ready to tackle significant challenges, ShopDeck is the place for you!,