E-Commerce Program Manager

About Broadway

Broadway is a first-of-its-kind experiential retail destination that seamlessly blends commerce with culture. Designed as a physical ecosystem for digital-first D2C brands, we bring over 200 trendsetting labels across fashion, streetwear, beauty, and wellness directly to consumers. With presence in key metro cities like Delhi, Hyderabad, Pune, and Mumbai, Broadway is more than a marketplace—it is an immersive playground featuring live events, creator studios, and community workshops that reshape the modern shopping experience.

Position Overview

We are seeking an accomplished and analytically rigorous Logistics & Operations Lead with 6–8 years of relevant experience to design, launch, and scale our premium Home Services and In-Home Trials network. This role is responsible for building the operational infrastructure that bridges our digital shopping platform with the physical customer experience at their doorstep.

The ideal candidate brings substantial expertise in mobile field-force management and third-party logistics (3PL) optimization, paired with a strong grasp of gig-economy dynamics and on-demand service delivery. This is a rare individual capable of operating fluently across both ground-level field operations and executive-level business analytics, ensuring consistent service excellence alongside sound unit economics.

Candidates with prior operational leadership experience at hyper-local home services platforms (e.g., Urban Company, Yes Madam) are strongly preferred.

Key Responsibilities

• Fleet Management & Operations
• Rider Network Development: Design, launch, and manage a dedicated field service fleet optimized for time-sensitive home delivery, product trials.
• Onboarding & Training: Establish comprehensive standard operating procedures (SOPs), onboarding processes, grooming standards, and technical training programs to ensure a consistently premium in-home customer experience.
• Capacity Planning: Lead demand forecasting, shift scheduling, and dynamic workforce allocation to minimize service delays and maximize fleet utilization.
• Third-Party Logistics Partner Management
• Vendor Selection & Negotiation: Identify, evaluate, onboard, and negotiate agreements with reliable 3PL and hyper-local delivery partners to manage overflow demand and extended-distance routing.
• SLA Governance: Define and enforce robust Service Level Agreements with logistics partners, closely monitoring performance metrics such as delivery delays, product damage, and return-processing efficiency.
• Reverse Logistics: Develop a seamless reverse logistics framework for managing product returns, trial retrievals, and exchanges from customer homes back to central hubs.
• Business Intelligence, Data & Technology Enablement
• Operational Analytics: Own key performance indicators including Turnaround Time (TAT), Cost Per Delivery/Trial, First-Time-Right (FTR) rate, and Net Promoter Score (NPS).
• Technology-Driven Efficiency: Collaborate with Product and Engineering teams to optimize auto-assignment routing algorithms, geo-fencing capabilities, field-agent application workflows, and point-of-sale data integration.
• Unit Economics: Manage operations as a P&L function, leveraging data insights to systematically reduce cost per transaction while expanding geographic reach.
  
  

Required Qualifications

• Ownership: It is a 0→1 phase, strong ownership and responsibilities
• Experience: 8–10 years in operations and logistics management, with strong preference for candidates from hyper-local service platforms (e.g., Urban Company, Yes Madam) or rapid-delivery e-commerce organizations.
• Fleet Management Expertise: Demonstrated experience overseeing micro-hubs, dark stores, or large, geographically distributed networks of field service personnel or gig workers.
• Analytical & Business Acumen: Advanced proficiency in data analysis and modeling (Excel, SQL, BI tools), with a proven ability to translate data into actionable operational improvements.
• Problem-Solving Capability: Strong crisis management skills and the resilience to build and stabilize a new service function from the ground up.
  
  

Preferred Attributes

• Demonstrated ability to manage and support a frontline workforce while effectively communicating data-driven insights to senior leadership.
• Prior experience establishing high-value or complex in-home trial or try-before-you-buy service models.