Operations Excellence Lead

4 days ago

Gurgaon, Haryana, India beBeeLeadership Full time ₹ 10,00,000 - ₹ 15,00,000
Job Opportunity: Store Operations Manager

The role of Store Operations Manager is a critical position in the success of our quick commerce operations. This individual will be responsible for managing entire store operational efficiency, from order fulfillment and inventory to last-mile delivery and customer escalations.


Key Responsibilities:
  • Order Fulfillment:
    • Oversee the entire order fulfillment process, ensuring orders are picked, packed, and dispatched accurately and within stipulated time.
    • Implement and maintain standard operating procedures (SOPs) for picking and packing to minimize errors and improve speed.
    • Monitor key performance indicators (KPIs) like pick time, pack time, and order accuracy, taking corrective action as needed.
  • Inventory Management:
    • Lead and manage all inventory control activities, including stock receipt, put-away, cycle counts, and audits.
    • Implement robust inventory management systems to track stock levels, prevent shrinkage, and ensure product availability.
    • Analyze inventory data to identify trends, forecast demand, and collaborate with procurement team to optimize stock levels.
  • Last-Mile Delivery:
    • Manage and coordinate last-mile delivery operations, ensuring timely and accurate delivery to B2B customers.
    • Oversee performance of delivery fleet and off-roll delivery personnel.
    • Utilize and optimize route planning software to improve delivery efficiency and reduce costs.
  • Store Operations & Health Metrics:
    • Manage day-to-day operations of dark store, ensuring clean, safe, and organized work environment.
    • Design and optimize store layout and shelving to improve picking efficiency and reduce physical strain on workforce, thereby enhancing health metrics.
    • Ensure compliance with all safety regulations and food handling standards.
    • Conduct regular audits to maintain high standards of hygiene and operational excellence.
  • Manpower Management:
    • Lead and manage team of off-roll (contractual) staff, including pickers, packers, and delivery personnel.
    • Conduct training and performance reviews for team, fostering high-performance culture.
    • Manage staff scheduling, attendance, and adherence to company policies.
  • Customer Escalations:
    • Serve as primary point of contact for resolving customer escalations, including issues related to late deliveries, incorrect orders, or damaged goods.
    • Investigate and resolve customer complaints promptly and effectively, ensuring high levels of customer satisfaction.

Qualifications and Skills:
  • Bachelor's degree in relevant field is preferred.
  • Around 5 years of proven experience in managing operations for quick commerce, dark store, or high-volume retail/FMCG distribution center.
  • Demonstrated experience in managing off-roll (contractual) manpower.
  • Strong understanding of inventory management principles, particularly in high-turnover environment.
  • Proficiency in using Warehouse Management Systems (WMS) and route planning software.
  • Excellent problem-solving skills and ability to handle customer escalations calmly and professionally.
  • Deep understanding of store design and its impact on operational efficiency and employee health metrics (e.g., reducing walk-time, minimizing lifting, ergonomic layout).
  • Strong leadership and communication skills.
  • Ability to work in fast-paced and dynamic environment.

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