Head of Operations ( Ecommerce/Retail)

Role:Strategy & Business LeadershipTranslate company growth goals into executable operational roadmaps with clear milestones and accountability.Own P&L levers within operations — forecast, allocate, and protect the operational budget to drive profitability.Define and drive monthly, quarterly, and annual operational targets across all functions.Partner with the CEO on company values, mission, and long-term planning.2. Process Excellence & Continuous ImprovementDesign, document, and enforce SOPs across all operational verticals — ensuring consistency, quality, and scalability.Identify bottlenecks across production, logistics, customer service, and quality control; implement data-driven fixes.Build a culture of continuous improvement — measure, analyse, and iterate on key processes regularly.Leverage technology and automation tools to reduce manual dependency and increase process efficiency.3. Warehouse, Logistics & Supply ChainOversee all warehousing operations — inbound receiving, storage layout optimisation, inventory accuracy, and outbound fulfilment.Drive end-to-end supply chain efficiency: from supplier coordination and procurement planning to last-mile delivery.Negotiate and manage contracts with suppliers, 3PL partners, freight carriers, and vendors to achieve cost and SLA targets.Implement inventory management systems to reduce shrinkage, wastage, and stockouts while improving working capital cycles.Build contingency plans for supply chain disruptions, seasonal demand spikes, and product launch surges.4. E-Commerce OperationsOwn the operational backbone of the D2C and marketplace business — order management, fulfilment TAT, returns processing, and customer experience SLAs.Collaborate with the e-commerce and marketing teams to operationalize product launches, campaigns, and peak sales events.Ensure systems integration between Unicommerce and e-commerce platforms for seamless, real-time order visibility.Drive down return rates and fulfilment errors through process controls and team training.5. Compliance & Risk Management Ensure full adherence to statutory, regulatory, and company policy requirements across all operational activities.Proactively identify operational risks and build mitigation frameworks — covering vendor dependencies, legal obligations, and business continuity.Implement audit-ready documentation, quality checks, and governance structures.6. Team Leadership & Cross-Functional CollaborationBuild, lead, and mentor a high-performing operations team across warehouse, logistics, supply chain, and e-commerce functions.Set clear KPIs for each team member; drive a culture of ownership, accountability, and performance.Collaborate tightly with Finance, IT, HR, and Sales to ensure operational decisions support broader company objectives.Act as an escalation point for operational issues and a coach for resolving cross-team friction.7. Reporting & AnalyticsOwn a real-time operational dashboard tracking KPIs across fulfilment, inventory, productivity, attrition, shrinkage, and cost.Present weekly and monthly insights into leadership with root-cause analysis and clear action plans.Use data to proactively flag risks and opportunities before they become problems.Must-Have Experience5-8 years of progressive operations experience, with at least 3 years in a senior/head-level role.Proven track record in a high-growth startup, retail, D2C, or e-commerce business — ideally at a ₹50–200 Crore revenue scale.Hands-on experience owning warehouse operations, supply chain, and e-commerce fulfilment end-to-end.Demonstrated ability to build and implement SOPs, policies, and governance frameworks from scratch.Experience managing and developing teams of 15+ people across multiple functions.Skills & MindsetStrong analytical thinking — comfortable with data, dashboards, and KPI-driven decision-making.Bias for action: you solve problems fast, build systems to prevent recurrence, and lead by example.High ownership mentality — you treat the business as your own and hold yourself accountable to outcomes, not effort.Excellent negotiation and vendor management skills.Strong communication and stakeholder management — equally effective with frontline teams and the CEO.Familiarity with Unicommerce is a strong advantage.

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