Senior Manager - Operations

Job Description: Ops Lead E-commerce Logistics (Regional/Zonal)

Role Overview

We are looking for a dynamic and entrepreneurial leader to manage and scale end-to-end logistics operations for one or multiple E-commerce clients across India. The role will be responsible for driving business growth, operational excellence, client satisfaction, and profitability across Fulfilment Centres (FCs), Warehouses, Sort Centres, and Grocery Motherhubs.

The ideal candidate should possess strong operational leadership, commercial acumen, analytical capabilities, and exceptional stakeholder management skills, while thriving in a fast-paced, high-growth environment aligned with the culture and values of Mahindra Logistics.

Key Responsibilities

Business Ownership & Growth

Own P&L responsibility for one or more E-commerce clients across zones/regions.

Drive topline growth through expansion opportunities, operational improvements, and solution-led customer engagement.

Ensure sustainable bottom-line performance through cost optimization, productivity enhancement, and process controls.

Support business development teams in solution design, pricing inputs, and operational feasibility assessments.

Client Relationship Management

Serve as the primary escalation and relationship owner for key client stakeholders.

Build strong strategic partnerships with clients through governance mechanisms, business reviews, and proactive problem-solving.

Ensure high customer satisfaction by consistently meeting or exceeding agreed SLAs and KPIs.

Operations Management

Lead end-to-end operations across:

o Fulfilment Centres

o Warehousing operations

o Sort Centres

o Grocery Motherhubs

Ensure operational efficiency, compliance, safety, and process adherence across all sites.

Drive standardization, productivity improvements, and operational controls at scale.

Peak Festive Sale Event & Capacity Management

Plan and execute large-scale peak sale events (festive sales, flash sales, seasonal spikes, etc.).

Manage manpower, infrastructure, transportation readiness, and contingency planning for peak periods.

Ensure seamless execution under high-volume operational environments.

KPI & Performance Management

Monitor and drive key operational KPIs including:

o Fill Rate

o Dispatch TAT

o Order Accuracy

o Inventory Accuracy

o Cost per Shipment

o Productivity metrics

o SLA adherence

Build strong review mechanisms using dashboards, analytics, and data-driven decision-making.

Lead RCA and corrective action plans for operational deviations.

Commercial & Solutioning Excellence

Understand customer commercials, contract structures, and profitability levers.

Participate in solution design for new business opportunities and operational transformation initiatives.

Drive continuous improvement and automation opportunities across the supply chain network.

Team Leadership

Lead cross-functional teams across multiple locations.

Build high-performance teams with strong ownership and accountability culture.

Drive employee engagement, capability development, and entrepreneurial thinking within teams.

Desired Candidate Profile

Experience

1015 years of experience in E-commerce logistics, supply chain, warehousing, or 3PL operations.

Strong exposure to managing large-scale operations.

Prior experience handling E-commerce clients, Fulfilment Centres, Sortation Centres, or Grocery logistics is preferred.

Experience in P&L management and client-facing leadership roles is highly desirable.

Functional Skills

Strong understanding of supply chain operations and logistics KPIs.

Expertise in warehouse operations, fulfilment processes, and network operations.

Strong analytical and data interpretation skills.

Sound understanding of commercials, costing, and solution design.

Experience in handling high-volume peak sale events.

Soft Skills & Leadership Traits

Exceptional stakeholder and client management capabilities.

Strong business ownership mindset with entrepreneurial orientation.

Excellent problem-solving and decision-making skills.

High bias for action and execution excellence.

Strong communication and influencing skills.

Cultural alignment with agility, collaboration, and customer-centricity.

Preferred Industry Background

E-commerce

3PL / Logistics

Retail Supply Chain

Quick Commerce / Grocery Logistics

Contract Logistics

Location : Multi-location Operations

Reporting To

Business Unit Head E-commerce Logistics