Job Description
Role Purpose
The Head of Operations will own end-to-end operational excellence across Supply Chain, Production, CFC/Fulfilment, Retail (COCO & Dark Stores), and overall Operations. This role is accountable for ensuring seamless execution from procurement to last-mile readiness , especially during high-volume seasonal peaks.
The role requires a hands-on operator and builder who can scale operations, drive cost efficiency, manage perishables, and lead large multi-city teams while balancing speed, quality, and customer promise.
Key Responsibilities
1. End-to-End Operations Ownership
Own complete operations lifecycle: Procurement → Production → Warehousing → CFC/Fulfilment → Retail/Dark Stores
Act as the single point of accountability for operational performance, SLAs, and execution discipline
Ensure alignment between Sales, Marketing, Supply Chain, Retail, and Production
2. Supply Chain & Warehousing
Oversee inbound logistics, vendor management, inventory planning, and line-haul movement
Drive inventory accuracy, ageing control, shrinkage reduction, and cost optimization
Build scalable warehouse and distribution models to support growth and peak volumes
3. Production & Central Kitchens
Own production planning for flowers, gifting, personalization, and allied categories
Manage perishables handling, yield improvement, wastage reduction, and quality control
Ensure production capacity planning aligned with demand forecasts and peak requirements
4. CFC / Fulfilment Operations
Ensure CFC readiness across cities for pick-pack-dispatch SLAs
Drive OTIF, order cycle time reduction, manpower productivity, and dispatch accuracy
Lead peak-day fulfilment strategy including cut-offs, batching, buffers, and contingencies
5. Retail Operations (COCO & Dark Stores)
Oversee COCO stores and dark store operations ensuring customer readiness
Drive SOP standardization, manpower planning, training, and compliance
Ensure strong linkage between retail promise and backend fulfilment capability
6. Peak Planning & Seasonal Execution (Critical)
Own end-to-end planning for seasonal spikes (Valentine’s Day, Mother’s Day, Rakhi, Diwali, etc.)
Lead demand forecasting, capacity ramp-up, manpower planning, and risk mitigation
Ensure zero-surprise execution during peak business periods
7. Process, Cost & Metrics
Define and track KPIs: OTIF, cost per order, wastage %, inventory turns, fulfilment TAT
Drive SOPs, automation, and continuous process improvement
Own operational budgets, cost controls, and productivity improvements
8. Leadership & Team Management
Lead and develop senior leaders across Supply Chain, Production, Fulfilment, Retail, and Ops
Manage large multi-city teams (blue-collar + white-collar)
Drive performance culture, accountability, and cross-functional collaboration
Key Skills & Competencies
Must-Have Skills
Strong end-to-end operations leadership experience
Deep understanding of perishables, time-sensitive fulfilment, and peak-driven businesses
Excellent data-driven decision-making and financial acumen
Proven experience in multi-city, multi-format operations
Strong stakeholder management and execution discipline
Preferred Skills
Experience with omni-channel retail or quick-commerce models
Exposure to automation, WMS, OMS, and fulfilment tech platforms
Ability to scale operations in fast-growing, high-pressure environments
Ideal Candidate Profile
Experience: 12–18 years in Operations / Supply Chain / Fulfilment
Background: Gifting, Flowers, Food-tech, Q-commerce, Omni-channel Retail
Past Employers (Indicative): FNP, IGP, Blinkit, Zepto, Swiggy, Zomato, Rebel Foods, Reliance Retail, Tata Trent
Proven track record of managing large teams (100–500+) and multi-city operations
The Head of Operations will own end-to-end operational excellence across Supply Chain, Production, CFC/Fulfilment, Retail (COCO & Dark Stores), and overall Operations. This role is accountable for ensuring seamless execution from procurement to last-mile readiness , especially during high-volume seasonal peaks.
The role requires a hands-on operator and builder who can scale operations, drive cost efficiency, manage perishables, and lead large multi-city teams while balancing speed, quality, and customer promise.
Key Responsibilities
1. End-to-End Operations Ownership
Own complete operations lifecycle: Procurement → Production → Warehousing → CFC/Fulfilment → Retail/Dark Stores
Act as the single point of accountability for operational performance, SLAs, and execution discipline
Ensure alignment between Sales, Marketing, Supply Chain, Retail, and Production
2. Supply Chain & Warehousing
Oversee inbound logistics, vendor management, inventory planning, and line-haul movement
Drive inventory accuracy, ageing control, shrinkage reduction, and cost optimization
Build scalable warehouse and distribution models to support growth and peak volumes
3. Production & Central Kitchens
Own production planning for flowers, gifting, personalization, and allied categories
Manage perishables handling, yield improvement, wastage reduction, and quality control
Ensure production capacity planning aligned with demand forecasts and peak requirements
4. CFC / Fulfilment Operations
Ensure CFC readiness across cities for pick-pack-dispatch SLAs
Drive OTIF, order cycle time reduction, manpower productivity, and dispatch accuracy
Lead peak-day fulfilment strategy including cut-offs, batching, buffers, and contingencies
5. Retail Operations (COCO & Dark Stores)
Oversee COCO stores and dark store operations ensuring customer readiness
Drive SOP standardization, manpower planning, training, and compliance
Ensure strong linkage between retail promise and backend fulfilment capability
6. Peak Planning & Seasonal Execution (Critical)
Own end-to-end planning for seasonal spikes (Valentine’s Day, Mother’s Day, Rakhi, Diwali, etc.)
Lead demand forecasting, capacity ramp-up, manpower planning, and risk mitigation
Ensure zero-surprise execution during peak business periods
7. Process, Cost & Metrics
Define and track KPIs: OTIF, cost per order, wastage %, inventory turns, fulfilment TAT
Drive SOPs, automation, and continuous process improvement
Own operational budgets, cost controls, and productivity improvements
8. Leadership & Team Management
Lead and develop senior leaders across Supply Chain, Production, Fulfilment, Retail, and Ops
Manage large multi-city teams (blue-collar + white-collar)
Drive performance culture, accountability, and cross-functional collaboration
Key Skills & Competencies
Must-Have Skills
Strong end-to-end operations leadership experience
Deep understanding of perishables, time-sensitive fulfilment, and peak-driven businesses
Excellent data-driven decision-making and financial acumen
Proven experience in multi-city, multi-format operations
Strong stakeholder management and execution discipline
Preferred Skills
Experience with omni-channel retail or quick-commerce models
Exposure to automation, WMS, OMS, and fulfilment tech platforms
Ability to scale operations in fast-growing, high-pressure environments
Ideal Candidate Profile
Experience: 12–18 years in Operations / Supply Chain / Fulfilment
Background: Gifting, Flowers, Food-tech, Q-commerce, Omni-channel Retail
Past Employers (Indicative): FNP, IGP, Blinkit, Zepto, Swiggy, Zomato, Rebel Foods, Reliance Retail, Tata Trent
Proven track record of managing large teams (100–500+) and multi-city operations
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