Associate Director of Warehouse Operations

2 weeks ago

Bengaluru, India Westbury Kommerce Full time

Position Overview: We are seeking an experienced and dynamic Associate Director to lead our Operations & Warehouse team. The ideal candidate will have a strong background in marketplace supply chain management, expertise in handling claims for lost items, and excellent communication skills. This role requires strategic thinking, leadership, and a results-oriented mindset to drive operational excellence.


Key Responsibilities

1. Supply Chain & Inventory Management

  • Maintain optimal stock levels to prevent stockouts and overstock situations, aligning with sales forecasts and seasonal demand fluctuations.
  • Oversee the replenishment process, ensuring timely restocking across warehouses and fulfillment centers.
  • Implement inventory tracking mechanisms using ERP/WMS tools to monitor product movements in real time.
  • Develop KPIs for order fulfillment, ensuring SLAs (Service Level Agreements) with logistics partners are met.
  • Collaborate with logistics providers, suppliers, and marketplaces to streamline inbound and outbound operations.
  • Work closely with procurement and sales teams to align supply chain objectives withd business goals.
  • Identify and resolve inefficiencies within the supply chain by leveraging Lean or Six Sigma methodologies.
  • Regularly review the performance of logistics partners to ensure timely and accurate deliveries.
  • Oversee the accurate and timely creation and verification of GRNs to ensure proper documentation of inbound inventory.
  • Manage and streamline the returns and RTV processes, ensuring returned goods are processed accurately and efficiently.
  • Manage the sourcing and procurement of packaging materials to ensure consistent availability, cost efficiency, and alignment with warehouse needs.


2. Warehouse Operations Management

  • Take ownership of the warehouse Profit & Loss statement, regularly monitoring expenses, identifying cost-saving opportunities, and ensuring operations stay within budget.
  • Develop and implement cost optimization strategies across warehouse operations, focusing on streamlining processes, reducing material and labor costs, and optimizing resource utilization.
  • Oversee capital expenditure requirements by assessing and prioritizing needs for new equipment, infrastructure, or technology investments.
  • Manage day-to-day operational expenses by closely monitoring consumable costs, maintenance expenditures, and utility usage.
  • Plan storage layouts and workflows to maximize space utilization and minimize handling time.
  • Implement best practices for receiving, put-away, picking, and packing operations to ensure faster turnaround times.
  • Establish KPIs for warehouse efficiency, such as order accuracy, receiving time, dispatch speed, and cost per order.
  • Use real-time data analytics to track performance and spot potential bottlenecks, ensuring continuous improvement.
  • Oversee the integration of Warehouse Management Systems (WMS) and Inventory Management Systems to automate key processes.
  • Ensure seamless coordination between WMS, ERP, and eCommerce platforms for end-to-end visibility.
  • Analyze operational costs and work on reducing wastage and unnecessary expenditure through process improvements and vendor negotiations.


3. Claims Handling & Issue Resolution

  • Develop and maintain a structured claims policy for lost, damaged, or incorrect items in line with marketplace guidelines.
  • Coordinate with Marketplaces & logistics partners to expedite claim resolutions.
  • Maintain proper documentation for claims processing, including invoices, photos, and communication logs, to ensure smooth audits.
  • Monitor high-priority claims and escalate unresolved cases to marketplaces or higher management for faster resolution.
  • Proactively identify trends in lost or damaged items and implement preventive measures.


4. Leadership & Team Development


  • Lead a team of warehouse supervisors, operations executives, and logistics coordinators, setting clear performance targets.
  • Create weekly/monthly performance dashboards to track individual and team KPIs and share feedback in review meetings.
  • Develop structured training programs to enhance the skills of warehouse staff in areas like WMS, safety procedures, and compliance.
  • Identify top-performing employees for leadership roles and design career progression paths to foster growth.
  • Promote a positive work culture by organizing team-building activities and regular communication forums to enhance collaboration.
  • Address grievances promptly and work on improving employee retention through incentive programs and rewards.


5. Stakeholder Management & Reporting

  • Work closely with internal teams such as sales, customer service, and finance to ensure smooth operations and meet customer expectations.
  • Coordinate with external logistics partners and vendors to align service levels and delivery timelines.
  • Prepare detailed monthly and quarterly operational reports for senior management, covering key metrics such as order fulfillment rate, claims resolution rate, and warehouse efficiency.
  • Use data analytics to identify trends and areas of improvement, making data-driven decisions to enhance operational processes.
  • Collaborate with senior management to develop annual budgets and forecasts for operations and warehousing.
  • Monitor market trends to anticipate changes in customer behavior or logistical challenges and adjust strategies accordingly.


6. Compliance and Best Practices:

  • Ensure compliance with all regulatory requirements and company policies related to Warehouse & Operations.
  • Stay updated on industry trends and best practices, implementing changes as necessary.


Desire Skills:

  • Education: MBA or equivalent degree from a reputed institution (preferably NITIE or similar).
  • Experience: Minimum 8-10 years of experience in operations management, preferably in eCommerce or retail.
  • Marketplace Knowledge: Strong understanding of marketplace supply chain dynamics and logistics management.
  • Claims Expertise: Proven experience in managing claims for lost or damaged items.
  • Communication Skills: Excellent verbal and written communication skills; ability to communicate effectively with diverse stakeholders.
  • Leadership Skills: Demonstrated ability to lead, motivate, and develop a high-performing team.
  • Analytical Skills: Strong analytical and problem-solving skills, with proficiency in data analysis tools and techniques.
  • Technical Proficiency: Familiarity with eCommerce platforms, supply chain management software, and data analytics tools.


What We Offer:

  • Competitive salary and performance-based bonuses.
  • Opportunities for professional development and career growth.
  • A collaborative and inclusive work environment.

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