Lead Operations and Digital Adoption

Role Summary

The role entails leading end-to-end order fulfilment operations ensuring seamless execution from order confirmation to customer delivery for Birla Pivot retail channel. The role requires driving operational excellence improving process efficiency managing stakeholders and building scalable systems to support business growth while maintaining high service levels. The role also involves driving the digitization of fulfilment processes and accelerating digital adoption across key stakeholders including the sales team buyers and sellers.

Key Responsibilities

Operations & Fulfilment

• Own end-to-end order fulfilment including order processing warehouse operations dispatch and delivery.
• Ensure adherence to defined SLAs for order processing dispatch and delivery.
• Monitor daily operational metrics and proactively resolve bottlenecks.
• Identify process gaps and drive technology led interventions to improve fulfilment efficiency and build scalable operational capabilities.
• Manage overall backend operations through team of Customer Relationship Managers and fulfilment executives.

Digitization and Digital Adoption

Stakeholder Management

• Collaborate closely with Category Sales Supply Chain Warehouse Finance Product and Technology teams.
• Escalate critical operational issues and drive timely resolution.

Performance Management

• Track operational KPIs and publish regular performance dashboards.
• Conduct RCA for operational issues and implement corrective and preventive actions.
• Drive initiatives to improve productivity quality and customer satisfaction while optimizing costs.

Qualifications

• Bachelors degree in Engineering Operations Supply Chain Business or a related field. MBA is preferred.
• 510 years of experience in operations fulfilment/ supply chain preferably in B2B e-commerce or marketplace operations.
• Experience managing cross-functional teams and large-scale operations.

Required Skills

• Strong analytical and problem-solving skills.
• Excellent stakeholder management and communication skills.
• Experience with ERP WMS OMS or similar operational systems.
• Ability to thrive in a fast-paced high-growth environment. Exposure to start up eco-system is preferred.

Required Experience:

Manager