Sr Manager-Multi-Category Service Operations

Company Description DCGpac is a leading B2B packaging materials platform in India, providing safe and convenient online access to a wide range of packaging solutions and supplies. The company manufactures and distributes products such as corrugated boxes, courier bags, bubble films, and designer boxes across the country. With 16 years of experience, DCGpac has supplied over 460 million products to more than 49,000 customers through its comprehensive “Design to Distribution” services. Its platform-centric, data-driven model delivers customized, efficient, and cost-effective packaging solutions that improve quality and visibility for customers. DCGpac has been recognized with awards including Business Leader of the Year in Sustainable Packaging and ET Women Leader 2025.

Location: Gurgaon -(Pilot Launch – Delhi NCR)

At DCGpac, we've built one of India's fastest-growing enterprise supply chain businesses, serving over 3,000+ Quick Commerce Dark Stores across the country.

Now we're building something entirely new.

We are launching India's first organized Asset Lifecycle Management Platform for Quick Commerce Infrastructure—covering installation, preventive maintenance, repairs, refurbishment, replacement, asset tracking, and lifecycle management for thousands of operational assets deployed across Dark Stores, Fulfilment Centres, and Retail Networks.

We are looking for a founding operations leader to build this business from the ground up.

This isn't a routine operations role.

It's an opportunity to create a scalable business that could transform how service operations are delivered to India's fastest-growing retail ecosystem.

You have 8–12 years of experience managing multi-category service operations and understand how to deliver exceptional service at scale.

You may currently work with organizations such as:

• Urban Company
• Panasonic
• Samsung
• LG
• Voltas
• Blue Star
• Daikin
• Hitachi
• Kent
• Eureka Forbes
• Crompton
• Havells
• Multi-brand appliance service centres
• Commercial kitchen equipment companies
• Facility management or technical service organizations

If you've managed technicians, service centres, spare parts, SLAs, customer complaints, preventive maintenance programs, and city or regional operations—you'll fit right in.

You will lead our Delhi NCR pilot, building the operating model that will later be replicated across India.

You will:

• Build city-wide service operations from scratch
• Recruit and manage technicians and service partners
• Design SOPs, workflows, and quality processes
• Implement preventive maintenance programs
• Define SLA, TAT, and customer service standards
• Manage installations, repairs, and refurbishment
• Set up spare parts and inventory systems
• Introduce technology and AI-driven service workflows
• Build dashboards, KPIs, and operational reporting
• Deliver a world-class customer experience
• Scale the pilot into a national operating model

• Strong process orientation
• High ownership mindset
• Excellent execution capability
• Data-driven decision making
• Ability to build teams and systems from scratch
• Passion for solving operational challenges using technology and AI

This is a rare opportunity to become part of the Founding Team of a completely new business vertical backed by DCGpac.

As the business expands nationally, this role can rapidly evolve into:

• Regional Operations Head
• Zonal Head
• National Service Operations Head

Compensation: ₹10–15 LPA + performance incentives + exceptional career growth.

If you're excited about building businesses—not just managing them—we'd love to connect.

📩 Send your profile to [email protected] or message me directly on LinkedIn.