Program Analyst

Operations Analyst - Dark Store & Same-Day Delivery

Location: Bengaluru, Karnataka, India

Are you a highly organized and analytical individual with a passion for

optimizing logistics and delighting customers? We're seeking a proactive

Operations Analyst to join our fast-paced team, focusing on the seamless

execution of our dark store operations and same-day delivery services. In this

critical role, you'll be instrumental in ensuring operational excellence,

managing inventory, and maintaining high customer satisfaction.

Key Responsibilities:

• Program Management of Dark Store Operations: Oversee the day-to-day operations of our dark stores, ensuring efficient processes from inventory receipt to order fulfillment. This includes optimizing picking and packing procedures, layout, and resource allocation.
• Same-Day Delivery Service Management: Program manage the end-to-end same-day delivery process, working closely with delivery partners to ensure timely and accurate deliveries. Monitor key performance indicators (KPIs) related to delivery speed, success rates, and customer feedback.
• Customer Expectation Management: Proactively identify and address potential issues that could impact customer experience. Implement strategies to set realistic customer expectations and communicate effectively regarding order status, delays, and resolutions.
• Dark Store Inventory Management: Implement and maintain robust inventory control procedures within dark stores. Monitor stock levels, minimize discrepancies, manage dead stock, and collaborate with and merchandising teams to ensure optimal product availability.
• Order Flow Issue Resolution: Identify, analyze, and resolve any issues or bottlenecks in the order flow, from order placement to delivery. This includes troubleshooting system errors, coordinating with internal teams (tech, customer service), and implementing preventive measures.
• Performance Monitoring & Reporting: Develop and maintain dashboards and reports to track key operational metrics, identify trends, and provide actionable insights. Present findings and recommendations to stakeholders regularly.
• Process Improvement: Continuously evaluate existing processes and identify opportunities for improvement in efficiency, cost-effectiveness, and customer satisfaction. Lead or contribute to projects aimed at optimizing dark store and delivery operations.
• Stakeholder Collaboration: Work closely with cross-functional teams including technology, customer service, supply chain, merchandising, and external delivery partners to ensure alignment and achieve operational goals.

Qualifications:

• Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field.
• 2-4 years of experience in operations management, program management, or a similar analytical role, preferably within e-commerce retail, or logistics.
• Proven experience with inventory management and supply chain processes.
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
• Proficiency in using data analysis tools (e.g., Excel, SQL,Power BI).
• Excellent problem-solving abilities and a proactive approach to identifying and resolving operational challenges.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and manage external partnerships.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.

Preferred Qualifications:

• Experience specifically with dark store operations or same-day delivery models.
• Familiarity with order management systems (OMS) and warehouse management systems (WMS).