Associate Director

Associate Director - Operations - On Ground - B2C Overview for AD-Operations:

We are hiring an Associate Director - Operations to own and scale the entire Puja and Chadhava post-live fulfillment operations across all hubs. You will be responsible for building operational frameworks, leading cross-functional teams, driving on-ground execution, and ensuring excellence across service delivery, SOPs, governance, and people management. If you are passionate about driving operational excellence and building 11 star customer experience, we want to hear from you.

Key Responsibilities:

1. Operations Strategy & Execution

- Design, implement, and improve operational frameworks for post-live puja and chadhava services.

- Develop scalable systems to manage high transaction volumes across hubs.

2. Service Excellence

- Ensure end-to-end service delivery is error-free and high in quality.

- Build systems for proactive service monitoring and issue resolution.

- Minimize service failures and maximize user delight.

3. Process & SOP Optimization

- Identify bottlenecks and inefficiencies across fulfillment flows.

- Build and standardize SOPs for every process and role in the puja/chadhava lifecycle.

- Drive continuous process improvement through field insights and data analysis.

4. Hub Operations Management

- Lead all India hub operations centrally, working through regional hub leaders.

- Ensure each hub follows governance processes, SLA targets, and compliance protocols.

- Own operational playbooks, reporting cadences, and escalation systems for hubs.

5. Team Leadership & People Development

- Lead a distributed team of 20+ members including Hub Leaders, Coordinators, and Field Executives.

- Drive workforce planning, hiring, performance tracking, and development programs.

- Foster a culture of ownership, accountability, and collaboration.

6. Performance Management & Reporting

- Build and deliver weekly/monthly reports on service KPIs and operational performance.

- Manage vendor SLAs, service contracts, and ensure business continuity.

- Work closely with cross-functional teams - Supply, Product, and Customer Support.

Who You Are?

- 5-9 years of experience in high-scale operations roles in consumer tech, e-commerce, or logistics domains.

- Strong experience in service delivery, field operations, or multi-location hub management.

- Proven ability to lead large teams and manage vendors and on-ground partners.

- Hands-on with data analysis, dashboards, and operational reporting tools.

- Excellent problem-solving and communication skills.

- High ownership mindset with bias for action and detail orientation.

- Familiarity or comfort working in devotional/spiritual domains is a plus.

Why Our Team Loves Working at AppsForBharat

- We don't just offer benefits ; we offer a life-first approach to work.

- Family-First Insurance - Coverage for you, your spouse, AND your parents/in-laws because your peace of mind includes theirs.

- Mental Health Support - Unlimited confidential therapy sessions, accessible from wherever you're comfortable.

- Wellness Perks - Exclusive medicine discounts plus complimentary eye and dental checkups.

- Life conscious policies such as Period Leave, generous maternity, paternity, and wedding leave because life happens.

- Why wait for month-end blues? Your salary hits your account by the 25th every month.

- We invest in your future self with dedicated professional development benefits to fuel your journey.

- Monthly activities and quarterly outings spanning sports, music, and diverse interests. Every personality type finds their groove.

- Located in the heart of HSR Layout - pet-friendly, plant-happy, and designed as your peaceful sanctuary in the bustling city.

- Join us in revolutionising the way millions connect with their spirituality through technology
(ref:iimjobs.com)

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