Job Title

Role PurposeThe Head of Operations will own end-to-end operational excellence across Supply Chain, Production, CFC/Fulfilment, Retail (COCO & Dark Stores), and overall Operations. This role is accountable for ensuring seamless execution from procurement to last-mile readiness, especially during high-volume seasonal peaks.The role requires a hands-on operator and builder who can scale operations, drive cost efficiency, manage perishables, and lead large multi-city teams while balancing speed, quality, and customer promise.Key Responsibilities1. End-to-End Operations Ownership- Own complete operations lifecycle: Procurement → Production → Warehousing → CFC/Fulfilment → Retail/Dark Stores - Act as the single point of accountability for operational performance, SLAs, and execution discipline - Ensure alignment between Sales, Marketing, Supply Chain, Retail, and Production2. Supply Chain & Warehousing- Oversee inbound logistics, vendor management, inventory planning, and line-haul movement - Drive inventory accuracy, ageing control, shrinkage reduction, and cost optimization - Build scalable warehouse and distribution models to support growth and peak volumes3. Production & Central Kitchens- Own production planning for flowers, gifting, personalization, and allied categories - Manage perishables handling, yield improvement, wastage reduction, and quality control - Ensure production capacity planning aligned with demand forecasts and peak requirements4. CFC / Fulfilment Operations- Ensure CFC readiness across cities for pick-pack-dispatch SLAs - Drive OTIF, order cycle time reduction, manpower productivity, and dispatch accuracy - Lead peak-day fulfilment strategy including cut-offs, batching, buffers, and contingencies5. Retail Operations (COCO & Dark Stores)- Oversee COCO stores and dark store operations ensuring customer readiness - Drive SOP standardization, manpower planning, training, and compliance - Ensure strong linkage between retail promise and backend fulfilment capability6. Peak Planning & Seasonal Execution (Critical)- Own end-to-end planning for seasonal spikes (Valentine’s Day, Mother’s Day, Rakhi, Diwali, etc.) - Lead demand forecasting, capacity ramp-up, manpower planning, and risk mitigation - Ensure zero-surprise execution during peak business periods7. Process, Cost & Metrics- Define and track KPIs: OTIF, cost per order, wastage %, inventory turns, fulfilment TAT - Drive SOPs, automation, and continuous process improvement - Own operational budgets, cost controls, and productivity improvements8. Leadership & Team Management- Lead and develop senior leaders across Supply Chain, Production, Fulfilment, Retail, and Ops - Manage large multi-city teams (blue-collar + white-collar) - Drive performance culture, accountability, and cross-functional collaborationKey Skills & CompetenciesMust-Have Skills- Strong end-to-end operations leadership experience - Deep understanding of perishables, time-sensitive fulfilment, and peak-driven businesses - Excellent data-driven decision-making and financial acumen - Proven experience in multi-city, multi-format operations - Strong stakeholder management and execution disciplinePreferred Skills- Experience with omni-channel retail or quick-commerce models - Exposure to automation, WMS, OMS, and fulfilment tech platforms - Ability to scale operations in fast-growing, high-pressure environmentsIdeal Candidate Profile- Experience: 12–18 years in Operations / Supply Chain / Fulfilment - Background: Gifting, Flowers, Food-tech, Q-commerce, Omni-channel Retail - Past Employers (Indicative): FNP, IGP, Blinkit, Zepto, Swiggy, Zomato, Rebel Foods, Reliance Retail, Tata Trent - Proven track record of managing large teams (100–500+) and multi-city operations