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 OwnershipOwn complete operations lifecycle: Procurement → Production → Warehousing → CFC/Fulfilment → Retail/Dark StoresAct as the single point of accountability for operational performance, SLAs, and execution disciplineEnsure alignment between Sales, Marketing, Supply Chain, Retail, and Production2. Supply Chain & WarehousingOversee inbound logistics, vendor management, inventory planning, and line-haul movementDrive inventory accuracy, ageing control, shrinkage reduction, and cost optimizationBuild scalable warehouse and distribution models to support growth and peak volumes3. Production & Central KitchensOwn production planning for flowers, gifting, personalization, and allied categoriesManage perishables handling, yield improvement, wastage reduction, and quality controlEnsure production capacity planning aligned with demand forecasts and peak requirements4. CFC / Fulfilment OperationsEnsure CFC readiness across cities for pick-pack-dispatch SLAsDrive OTIF, order cycle time reduction, manpower productivity, and dispatch accuracyLead 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 readinessDrive SOP standardization, manpower planning, training, and complianceEnsure 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 mitigationEnsure zero-surprise execution during peak business periods7. Process, Cost & MetricsDefine and track KPIs: OTIF, cost per order, wastage %, inventory turns, fulfilment TATDrive SOPs, automation, and continuous process improvementOwn operational budgets, cost controls, and productivity improvements8. Leadership & Team ManagementLead and develop senior leaders across Supply Chain, Production, Fulfilment, Retail, and OpsManage large multi-city teams (blue-collar + white-collar)Drive performance culture, accountability, and cross-functional collaborationKey Skills & CompetenciesMust-Have SkillsStrong end-to-end operations leadership experienceDeep understanding of perishables, time-sensitive fulfilment, and peak-driven businessesExcellent data-driven decision-making and financial acumenProven experience in multi-city, multi-format operationsStrong stakeholder management and execution disciplinePreferred SkillsExperience with omni-channel retail or quick-commerce modelsExposure to automation, WMS, OMS, and fulfilment tech platformsAbility to scale operations in fast-growing, high-pressure environmentsIdeal Candidate ProfileExperience: 12–18 years in Operations / Supply Chain / FulfilmentBackground: Gifting, Flowers, Food-tech, Q-commerce, Omni-channel RetailPast Employers (Indicative): FNP, IGP, Blinkit, Zepto, Swiggy, Zomato, Rebel Foods, Reliance Retail, Tata TrentProven track record of managing large teams (100–500+) and multi-city operations