Operations Manager D2C

About Us:

Kisah is a fast-growing men’s fashion brand redefining occasion-wear for Next-Gen and Gen Z consumers. Born digital, Kisah is now scaling as an omnichannel brand with presence across e-commerce, D2C, offline retail, both in India and globally. Our edge lies in bold, unique, and fashion-forward designs that reflect the evolving tastes of young consumers—while staying simple, comfortable, and affordable.

A profitable business backed by strong VCs and Investors, Kisah has been recognized among Kolkata’s most promising companies by TiE and featured in Vogue’s “Top 10 Indian Brands” in menswear. Join us in building the future of celebration-wear.

About the Role:

We’re looking for an operations ninja to lead our end-to-end customer experience and last-mile logistics for a fast-growing D2C fashion brand. You'll be the glue between the brand promise and actual delivery – ensuring every customer interaction is smooth, fast, and delightful.

Key Responsibilities:

• Lead post-purchase customer journey: from order confirmation to delivery and returns
• Manage courier relationships to drive delivery SLAs, performance, and cost efficiency
• Solve real-time issues around delivery delays, RTOs, cancellations, escalations
• Own returns, exchange and refunds processes & logistics and ensure seamless experience
• Drive CSAT/NPS metrics by improving processes and response times
• Collaborate with warehouse, tech, and customer care teams for issue resolution
• Analyse ops data and build dashboards to track performance and reduce leakages
• Manage end-to-end logistics operations, ensuring on-time deliveries and efficient courier partner management.
• Drive reduction in

  RTOs, returns, and NDRs

  through proactive customer calling, order verification, and resolution processes.
• Monitor and optimize shipping performance across multiple courier partners.
• Track, analyze, and improve post-purchase experience metrics (delivery TAT, NDR resolution, returns processing).
• Collaborate with customer support, warehouse, and tech teams for smooth operations.
• Implement and leverage tools like

  ClickPost, ShipDelight, Shiprocket, Shopify

  etc. to drive efficiency.

What We’re Looking For:

• Prior experience in D2C/e-commerce operations
• Strong grip on logistics and customer experience processes
• Process thinker with analytical mindset
• Hands-on, fast, and solution-oriented
• Familiarity with tools like Freshdesk, Shopify, Excel, and dashboards

Why Join Us?

• High-growth brand, fast-paced culture
• Opportunity to shape customer experience for thousands
• Ownership from Day 1