Head of Operations

The Opportunity : RK Group in collaboration with a leading global footwear brand is setting up a new venture to run e-commerce operations for the brand. For the same, we are looking to hire an experienced Head of Operations . The ideal candidate will be responsible for overseeing supply chain management, logistics, order fulfilment, ensuring operational efficiency and customer delight.

Key Responsibilities :

Managing supply chain and warehouse operations :

Oversee end-to-end e-commerce operations, including warehouse operations, supply chain management, logistics; and ensure pick-up and delivery as per SOP / SLAs.

In coordination with merchandising and inventory control finance teams, maintain optimal stock levels.

Manage operations within the budget allocated via effective resource allocation and cost-efficient strategies.

Regularly review the performance of 3PL warehousing and logistics partners.

Handling returns and claims :

Manage and streamline returns processes, ensuring returned goods are processed accurately and efficiently.

Coordinate with marketplaces and 3PL partners to expedite claims resolution.

Maintain proper documentation for claims processing. Escalate unresolved cases for faster resolution.

Process optimization and reporting :

Develop workflows, SOPs and TAT for order fulfilment. Ensure minimum deviation from SOPs.

Supervise warehouse operations : implement layout and storage systems for efficient warehouse operations. Ensure seamless coordination between WMS / OMS, ERP and e-commerce platforms for end-to-end visibility.

Analyse operational KPIs (fulfilment time, return rates, etc.) and drive continuous improvement. Prepare operational reports covering metrics like order fulfilment rate, claims resolution rate, etc.

Ensuring compliance :

Maintain proper documentation for the warehouse and in bound / out bound stocks.

Ensure compliance with relevant laws (such as labour laws) and safety regulations. Ensure on-time audit completion.

Qualifications and Experience :

Bachelor’s or Master’s degree in business, supply chain management, operations or related fields.

At least 10 years of experience in e-commerce operations (including managing warehouse operations, working with 3PL logistics providers). Experience in fashion related categories is preferred.

Strong understanding of tools and technologies required in supply chain / warehousing (such as warehouse management systems (WMS) and order management systems (OMS)). Must have proven experience in managing marketplace claims.

In depth knowledge of key compliances related to warehouse management (such as labour laws).

Must have strong communication, decision making and negotiation skills. Should be able to lead a team of front end and back end operations (5 to 10 executives / managers).

Location : Bangalore, with travel as required.

Reporting to : Chief Executive Officer.

Compensation : Competitive and commensurate with experience. For the right candidate, compensation is not a constraint.