Job Title

Role Purpose The 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 Responsibilities 1. 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 Production 2. 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 volumes 3. 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 requirements 4. 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 contingencies 5. 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 capability 6. 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 periods 7. 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 improvements 8. 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 collaboration Key Skills & Competencies Must-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 discipline Preferred 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 environments Ideal 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