Senior Manager - Operations

Experience: 8–12 years | Function: Operations / Supply Chain

Role OverviewLead operational excellence, client escalation management, business solutions, and process improvement initiatives across fulfillment and supply chain operations. Drive service quality, operational efficiency, and successful onboarding of new business.

Key Responsibilities

• Own client escalations, ensuring timely resolution, RCA, and corrective/preventive actions.
• Drive process improvement, SOP implementation, service-level enhancement, and operational efficiency.
• Partner with Sales and Operations teams to support new client/business onboarding and scalable operating models.
• Provide strategic support to fulfillment, warehouse, inventory, inbound, outbound, and transportation operations.
• Monitor operational KPIs, SLAs, TAT, and service performance and drive corrective actions.
• Support procurement, vendor coordination, cost optimization, and resource planning.
• Lead cross-functional initiatives and ensure operational continuity during peak periods/crises.
• Build strong client relationships through effective governance, communication, and performance reviews.
• Use data, MIS, and dashboards to identify trends, gaps, and improvement opportunities.

Key Skills

• Client & Escalation Management
• Supply Chain / Warehouse / Fulfillment Operations
• Process Improvement & RCA
• Stakeholder & Cross-functional Management
• Business Solutions & New Business Onboarding
• Procurement & Vendor Management
• KPI / SLA / MIS Management
• Strong analytical, communication, and decision-making skills

Preferred Experience

• 8–12 years in Operations, Supply Chain, Client Management, or Business Solutions.
• Experience in B2B/B2C Grocery, E-commerce, Warehouse, Fulfillment, or Logistics preferred.
• Strong exposure to client servicing and escalation management.