Lead - Digital Operations

Key Responsibilities:

Last Mile Operations:

• Drive operational excellence across picking, packing, and delivery workflows.
• Ensure defined SLAs are consistently met across all digital channels.
• Optimize order flow, turnaround time, and fulfilment accuracy.
• Identify process gaps and implement improvements for speed and efficiency.
• Manage escalations related to fulfilment and delivery.

Team Leadership & Coordination:

• Work closely with DMs - Digital Operations to plan, execute, and monitor daily operations.
• Provide direction, prioritization, and support to ensure execution standards are met.
• Align execution across locations through structured reviews and communication.
• Build capability and operational discipline across the digital operations team.

Cross-functional Coordination:

• Partner with Store Directors to ensure store-level readiness and execution discipline.
• Work with the Growth team to align operational capacity with campaign plans and demand spikes.
• Facilitate communication between central teams and stores to ensure smooth execution.

Performance Monitoring & Improvement:

• Track and analyze fulfilment metrics (TAT, order accuracy, delivery success, etc.).
• Build reporting dashboards and review performance regularly.
• Implement SOPs and training frameworks for store execution teams.
• Drive continuous improvement initiatives and automation opportunities.

Operational Governance:

• Establish standard processes and controls across stores.
• Ensure compliance with service and quality standards.
• Support scaling of digital operations as business grows.