Head of Operations

The Opportunity:

Key Responsibilities:

Managing supply chain and warehouse operations:

• Oversee end-to-end e-commerce operations, including warehouse operations, supply chain management, logistics; and ensure pick-up and delivery as per SOP/ SLAs.
• In coordination with merchandising and inventory control finance teams, maintain optimal stock levels.
• Manage operations within the budget allocated via effective resource allocation and cost-efficient strategies.
• Regularly review the performance of 3PL warehousing and logistics partners.

Handling returns and claims:

• Manage and streamline returns processes, ensuring returned goods are processed accurately and efficiently.
• Coordinate with marketplaces and 3PL partners to expedite claims resolution.
• Maintain proper documentation for claims processing. Escalate unresolved cases for faster resolution.

Process optimization and reporting:

• Develop workflows, SOPs and TAT for order fulfilment. Ensure minimum deviation from SOPs.
• Supervise warehouse operations: implement layout and storage systems for efficient warehouse operations. Ensure seamless coordination between WMS/ OMS, ERP and e-commerce platforms for end-to-end visibility.
• Analyse operational KPIs (fulfilment time, return rates, etc.) and drive continuous improvement. Prepare operational reports covering metrics like order fulfilment rate, claims resolution rate, etc.

Ensuring compliance:

• Maintain proper documentation for the warehouse and in bound/ out bound stocks.
• Ensure compliance with relevant laws (such as labour laws) and safety regulations. Ensure on-time audit completion.

Qualifications and Experience:

• Bachelor’s or Master’s degree in business, supply chain management, operations or related fields.
• At least 10 years of experience in e-commerce operations (including managing warehouse operations, working with 3PL logistics providers). Experience in fashion related categories is preferred.
• Strong understanding of tools and technologies required in supply chain/ warehousing (such as warehouse management systems (WMS) and order management systems (OMS)). Must have proven experience in managing marketplace claims.
• In depth knowledge of key compliances related to warehouse management (such as labour laws).
• Must have strong communication, decision making and negotiation skills. Should be able to lead a team of front end and back end operations (5 to 10 executives/ managers).

Location:

Reporting to:

Compensation: