Associate Director - Business Operations & CX - FMCG

We are hiring for a VC-funded FMCG brand building India's most trusted clean-label wellness products. We were recently featured on Shark Tank India and have raised a Pre-Series A round led by V3 Ventures and Fireside Ventures.

If you can spot where a business is leaking, understand why, and build the fix, this role is for you!

You will work directly with the founders, owning two of most critical functions: CX: how we retain and grow customers, and Operations: how we keep the supply chain running without breaking. Direct founder access, full business context from day one, and real accountability for outcomes.

Responsibilities:

1. Customer Experience & Retention:

What You Own: Post-purchase journey, cohort repeat rates, CSAT, NPS, CX SOPs, RCA on failures, CX tech stack.

• Post-purchase retention: Own the full journey from first delivery to repeat purchase. Build a structured retention model: re-order nudges, win-back campaigns, loyalty mechanics.
• Retention dashboard: Track cohort repeat rates, time-to-second-order, churn triggers, and NPS by product and channel. Visible to founders weekly.
• CX metrics: accountable, not just reported. CSAT, first response time, resolution SLA, repeat complaint rate, NPS, repeat purchase rate, refund and return rate. These are performance targets you own.
• CX SOP library: Write, own, audit, and update: complaint handling, delivery delay resolution, escalation matrices, and agent playbooks. Writing an SOP and walking away is not done.
• RCA on every recurring failure: The same complaint type appearing twice is a signal, not noise. Trace the root cause, fix the source, update the SOP, and verify the fix held.
• Feed CX insights upstream: Patterns in complaints and returns inform NPD, formulation, and supply chain decisions. CX is your intelligence source for the rest of the business.
• CX tech stack: Ticketing, WhatsApp automation, logistics webhooks - integrated, efficient, and measurable. Every tool must earn its place through retention or resolution outcomes.

2. Supply Chain & Operations:

What You Own: Ops SOPs, CMO performance, inventory planning, inbound QC, 3PL coordination, vendor management.

• Operations SOP library: Procurement, inbound QC, CMO coordination, warehouse, dispatch, and returns. Written clearly enough to follow without the author in the room, and updated when reality deviates.
• SOP adherence: Floor-level checks and exception tracking. Hold the team accountable to process - not just aware of it.
• RCA on operational failures: Batch rejection, delivery delay, procurement gap. Fix the symptom and the root cause. Verify the fix over 2 - 3 cycles before closing the loop.
• CMO performance scorecard: On-time delivery, batch quality, rejection rates, CoA compliance. Use it as the basis for every review and renegotiation conversation.
• Inventory planning: Reduce out-of-stock instances without creating excess stock or working capital lock-in. Own the OOS and overstock metrics with a forward-looking view.
• 3PL coordination: NDR management, RTO reduction, SLA adherence. Build exception-handling SOPs at each logistics touchpoint and ensure they are followed.

3. Business Intelligence & Cross-Functional Work:

What You Own: Founder dashboards, retention-led revenue metrics, cross-functional problem-solving.

• Founder dashboards: Early warning systems, not rear-view mirrors. Translate data into commercial recommendations, not just operational observations.
• Retention-led revenue metrics: Cohort repeat rates, refund and return trends, complaint-to-churn correlation, and fulfilment SLA impact on NPS.
• Cross-functional project ownership: Intake, prioritisation, execution accountability, and closure. The Founder's Office is where problems come to get solved, not just surfaced.

Skill Set:

Must-have:

• 1 - 3 years post-qualification in consulting, operations, supply chain, a founder's office, or a high-ownership role at a D2C, FMCG, or consumer startup. Tier 1 consulting or early startup is particularly valued.
• Independently builds data models, structures analyses, and turns complex operational problems into crisp recommendations for founders and frontline teams alike.
• Has built SOPs from scratch, run RCA when they broke, and closed the loop at root cause - not just written a document.
• Comfortable moving between strategic framing and ground-level execution, often in the same week.
• High ownership orientation. Accountable for outcomes, not just outputs.

Strongly preferred:

• CX operations with a retention or revenue lens: cohort tracking, post-purchase engagement flows, or a loyalty programme with measurable revenue impact.
• Hands-on procurement or vendor management with CMOs or RM/PM suppliers.
• Shopify, Freshdesk or Zoho Desk, Shiprocket, Klaviyo, advanced Excel or Google Sheets. SQL or data visualisation is a bonus.