Job descriptionA Director of Operations for SugarFit will oversee the end-to-end operational backbone-from Post-Sale to consumer doorstep. They own the supply chain, inventory planning, warehousing, and logistics, while driving the operational strategies necessary to deliver a seamless, cost-effective customer experience (CX) and improve profitability. Core Responsibilities - Supply Chain & Manufacturing Vendor Management: Negotiate pricing, MOQs (Minimum Order Quantities), and lead times with manufacturers and packaging suppliers. Capacity Planning: Align production schedules with demand forecasting to prevent stock-outs and minimize overstocking. Quality Assurance: Establish and enforce quality control (QC) standards to minimize defective products and returns. - Fulfillment & Logistics 3PL & Partner Management: Select, negotiate with, and manage 3PL (Third-Party Logistics) partners to ensure seamless picking, packing, and shipping. Omnichannel Fulfillment: Manage multi-channel inventory (e.g., brand website, Amazon FBA, quick-commerce platforms like Zepto or Blinkit). Last-Mile Optimization: Optimize shipping routes, reduce RTO (Return to Origin) rates, and improve the speed of delivery. - Customer Experience (CX) Operations Post-Purchase Experience: Own delivery SLAs (Service Level Agreements), track order statuses, and manage automated customer notifications. Returns & Replacements: Streamline the reverse logistics process to ensure hassle-free refunds and exchanges. CX Strategy: Work cross-functionally with customer support teams to resolve operational bottlenecks that lead to customer complaints. - Cost & P&L Ownership Operational Margins: Manage operations P&L, focusing heavily on reducing COGS, shipping costs, and packaging expenses. KPI Tracking: Build and monitor real-time dashboards for operational KPIs (e.g., perfect order rate, cost per order, inventory turnover). Process Scaling: Implement and integrate systems like WMS (Warehouse Management Systems), OMS (Order Management Systems), and ERPs to scale operations 10x. Ideal CandidateProfile Experience: 8 - 12 years in supply chain, fulfillment, and vendor management, specifically within a fast-paced D2C brand or high-growth startup. Data-Driven: Advanced proficiency in Excel/Google Sheets, ERP software, and data visualization tools. Hands-On Mentality: A bias for action-capable of translating high-level executive strategy into daily execution excellence.
