Lead Operations and Digital Adoption

Role Summary

The role entails leading end-to-end order fulfilment operations, ensuring seamless execution from order confirmation to customer delivery, for Birla Pivot retail channel. The role requires driving operational excellence, improving process efficiency, managing stakeholders, and building scalable systems to support business growth while maintaining high service levels. The role also involves driving the digitization of fulfilment processes and accelerating digital adoption across key stakeholders, including the sales team, buyers and sellers.

Key Responsibilities

Operations & Fulfilment

• Own end-to-end order fulfilment, including order processing, warehouse operations, dispatch, and delivery.
• Ensure adherence to defined SLAs for order processing, dispatch, and delivery.
• Monitor daily operational metrics and proactively resolve bottlenecks.
• Identify process gaps and drive technology led interventions to improve fulfilment efficiency and build scalable operational capabilities.
• Manage overall backend operations through team of Customer Relationship Managers and fulfilment executives.
  
  

Digitization and Digital Adoption

• Own digital adoption metrics and drive adoption across buyers, sellers, and the internal sales team.
• Identify digitization opportunities and collaborate with product and tech team to design, implement and drive adoption.
  
  

Stakeholder Management

• Collaborate closely with Category, Sales, Supply Chain, Warehouse, Finance, Product, and Technology teams.
• Escalate critical operational issues and drive timely resolution.
  
  

Performance Management

• Track operational KPIs and publish regular performance dashboards.
• Conduct RCA for operational issues and implement corrective and preventive actions.
• Drive initiatives to improve productivity, quality, and customer satisfaction while optimizing costs.
  
  

Qualifications

• Bachelor's degree in Engineering, Operations, Supply Chain, Business, or a related field. MBA is preferred.
• 5–10 years of experience in operations, fulfilment/ supply chain, preferably in B2B e-commerce or marketplace operations.
• Experience managing cross-functional teams and large-scale operations.
  
  

Required Skills

• Strong analytical and problem-solving skills.
• Excellent stakeholder management and communication skills.
• Experience with ERP, WMS, OMS, or similar operational systems.
• Ability to thrive in a fast-paced, high-growth environment. Exposure to start up eco-system is preferred.