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.