Operations Manager

Roles and responsibilities

Operational Performance & Process Improvement

• Develop, implement, and monitor key performance indicators (KPIs) to measure the efficiency and effectiveness of dark store operations. Focus areas include:

Efficiency: Reducing order processing times, minimizing resource wastage, and maximizing throughout within picking, packing, and delivery workflows.

Effectiveness: Ensuring accuracy in order fulfilment, maintaining high customer satisfaction levels, and minimizing order defects or delays.

• Identify and resolve bottlenecks in operational workflows through root cause analysis and structured problem-solving.
• Standardize best practices across multiple dark store locations to maintain consistency in performance and service quality.
• Lead cross-functional initiatives to integrate end-to-end supply chain processes, enhancing overall system efficiency.

Store Category Layout Design

• Design and implement optimized store layouts that prioritize efficiency in picking and packing workflows.
• Segment inventory storage by product category, demand frequency, and picking patterns to reduce picking time and improve order accuracy.
• Continuously evaluate and adjust layouts to meet evolving demand and product assortment changes.
• Collaborate with category managers and supply chain teams to ensure alignment between inventory placement and picking strategies.

Technology & Systems Integration

• Collaborate with IT and systems teams to leverage technology in automating and improving dark store operations.
• Ensure effective use of inventory management systems (Odoo), order management systems (Action Centre/ PPS), and other relevant technologies.
• Evaluate and recommend technology solutions to support scale, efficiency, and quality.

Team Leadership & Training

• Lead and mentor a team of supervisors and Shoppers / Pickers in operational excellence practices.
• Provide training programs to improve staff productivity, accuracy, and adherence to standard operating procedures (SOPs).
• Foster a culture of accountability, innovation, and continuous learning.

Data Analysis & Reporting

• Analyse operational data to provide actionable insights and strategic recommendations to senior management.
• Regularly report on performance metrics, cost savings, and improvement initiatives. Ie.

Order Accuracy Rate

Picking and Packing Speed

Labor Productivity

Inventory Accuracy

Delivery Time Compliance

• Utilize data visualization tools to communicate findings effectively.

Stakeholder Collaboration

• Work closely with cross-functional teams, including supply chain, inventory, customer service, and last-mile (logistics) delivery teams.
• Serve as the point of contact for addressing operational challenges and implementing strategic initiatives.

Quality Assurance & Compliance

• Ensure adherence to food safety standards, legal requirements, and company policies.
• Implement and monitor quality assurance programs to maintain customer satisfaction and reduce order defects.

Budget & Cost Management

• Drive cost-saving initiatives while maintaining or improving service levels.
• Monitor and manage operational budgets for dark stores to meet financial targets.

Desired candidate profile

• Bachelor’s degree in business administration, Supply Chain Management, Operations Management, or a related field.

Experience:

• Minimum of 5-7 years of experience in operations management, preferably in grocery e-commerce, dark stores, or FMCG.
• Proven track record in process improvement, cost reduction, and team leadership.
• Experience in designing efficient layouts for retail or e-commerce operations.

Skills:

• Strong analytical and problem-solving abilities.
• Expertise in process improvement methodologies (Lean, Six Sigma certifications preferred).
• Proficiency in data analysis tools (e.g., Excel, Power BI, Tableau).
• Excellent communication and interpersonal skills.
• Experience with warehouse management systems and e-commerce platforms.

Personal Attributes:

• High attention to detail and ability to work in a fast-paced environment.
• Strategic thinker with a hands-on approach to problem-solving.
• Proactive, innovative, and customer-focused mindset.

Key Performance Indicators (KPIs):

• Order accuracy rate
• Picking and packing speed
• Labor productivity
• Inventory accuracy
• Cost per order
• Customer satisfaction scores
• Delivery time compliance
• Picking time efficiency based on category layout design.