Director - Operations

Key Responsibilities:
Operational Leadership:
- Lead and scale logistics operations across cities/regions with focus on profitability, efficiency, and service quality.
- Own operational KPIs including cost per order (CPO), on-time delivery, customer satisfaction, and workforce retention.
- Build and institutionalize frameworks for sustainable operations and scalable expansion.
Fleet Management & Hyperlocal Delivery:
- Build, manage, and scale fleets for hyperlocal logistics, ensuring optimal availability, cost efficiency, and service quality.
- Design and implement fleet strategies to balance supply-demand and minimize rider churn.
- Establish performance tracking mechanisms for fleet utilization, productivity, and retention.
Strategic Planning & Execution:
- Drive organizational strategy for city structuring, zoning, and supply-demand optimization.
- Lead nationwide planning for peak business periods, ensuring resilience and superior performance.

Process Innovation & Technology:
- Introduce and implement automation, AI tools, and data-driven solutions to streamline workflows.
- Optimize manual bandwidth utilization and reduce operational costs through product/process enhancements.
- Enhance onboarding, training, and communication mechanisms for workforce productivity.
Workforce Engagement & Retention:
- Design incentive structures and behavioral interventions to improve workforce performance and reduce churn.
- Build a culture of accountability, ownership, and continuous improvement across teams.
- Mentor and develop regional leaders to strengthen execution capabilities.
Data & Performance Management:
- Establish robust analytics frameworks and dashboards to enable real-time monitoring of operations.

- Use data insights to identify opportunities, improve decision-making, and ensure profitability.

- Deliver structured reporting to leadership on performance, challenges, and solutions.
Cross-functional Leadership:
- Collaborate with product, strategy, brand, and customer success teams to align operations with business objectives.
- Ensure seamless communication and execution between central and regional teams.
Key Requirements:
- 8-12 years of proven experience in logistics, operations, or program management with progressive leadership roles.
- Strong expertise in fleet management and hyperlocal logistics, with hands-on experience in building and scaling delivery fleets.
- Track record of managing large-scale, multi-region operations in high-growth environments.
- Strong strategic thinking combined with hands-on execution capability.
- Expertise in cost optimization, process re-engineering, and workforce engagement.
- Data-driven decision maker with excellent analytical and problem-solving skills.
- Exceptional leadership, stakeholder management, and cross-functional collaboration skills.