Regional Manager – Hyperlocal Operations

Supertails is a digital-first pet care platform offering a wide range of pet food, supplies, and

services. We are building a robust hyperlocal network of vendor-managed dark stores to

deliver a seamless and delightful customer experience. Our mission is to redefine

convenience and reliability in pet care through operational excellence and innovation in last-

mile delivery.

Role Overview

The
Regional Manager – Hyperlocal Operations & Expansion
will be responsible for

leading day-to-day dark store operations and driving regional expansion for Supertails'

hyperlocal network. This role demands a strong operational leader who can manage multiple

stores, ensure consistent adherence to service-level agreements (SLAs), and deliver on

aggressive growth and performance targets.

The ideal candidate combines operational rigor with strategic execution — overseeing on-

ground performance, enabling process excellence, and collaborating cross-functionally to

scale our 30-minute delivery network.

Key Responsibilities

1. Dark Store Operations Management

2. Oversee daily operations across multiple dark stores, including inbound management,

order processing, dispatch, and delivery SLAs.

• Ensure operational efficiency and adherence to SOPs to achieve on-time fulfillment

and order accuracy.

• Monitor key operational metrics such as order turnaround time (TAT), fill rate, and

rider productivity.

1. Performance Monitoring & Process Excellence

2. Track, analyze, and report performance metrics (SLAs, losses, OTIF, etc.) at store and

regional levels.

• Drive process standardization and continuous improvement initiatives to enhance

throughput and reduce costs.

• Implement inventory control practices to maintain stock accuracy and prevent order

losses.

1. Vendor and Partner Management

2. Build and manage strong relationships with vendor partners and third-party logistics

providers.

• Ensure adherence to service-level agreements, quality benchmarks, and compliance

requirements.

• Negotiate vendor contracts and continuously evaluate partner performance to ensure

scalability and reliability.

1. Expansion & Network Growth

2. Identify, evaluate, and launch new dark store locations based on demand analytics and

customer proximity.

• Partner with the central expansion, real estate, and procurement teams to ensure smooth

setup and go-live of new stores.

• Maintain a robust pipeline for store launches in line with city-level expansion plans.

• Collaboration & Stakeholder Management

• Work closely with cross-functional teams, including the Control Tower, Supply Chain,

Customer Experience, and Tech teams to resolve live issues and enable operational

excellence.

• Provide actionable insights to the central operations team to enhance efficiency and

customer satisfaction.

• Act as the regional point of contact for escalations, audits, and compliance checks.

• Team Leadership & Development

• Lead, mentor, and develop a team of Area Managers, Store Leads, and support staff

across the region.

• Foster a culture of accountability, safety, and continuous improvement.
• Conduct regular reviews and training sessions to build strong operational capabilities

within the team.

Key Metrics for Success

• SLA Adherence (Order TAT, Dispatch Accuracy, Fill Rate)
• Inventory Accuracy and Order Loss %
• Dark Store Go-Live Timelines and Productivity Ramp-Up
• Vendor Performance & Cost Efficiency
• Customer Experience Metrics (On-time Delivery, Feedback Scores)
• Team Performance & Retention

What We're Looking For

• Experience: 4–8 years of experience in hyperlocal, quick commerce, or e-commerce

operations, with exposure to multi-location management.

• Skills: Strong vendor management, process optimization, and expansion planning

abilities.

• Analytical Mindset: Data-driven approach with proficiency in Excel, dashboards,

and operational analytics tools.

• Leadership: Proven ability to manage teams, motivate staff, and drive results in a

fast-paced environment.

• Communication: Excellent interpersonal, communication, and negotiation skills.
• Preferred Background: Experience with dark store models, rapid commerce, or last-mile

logistics.

Why Join Us

At Supertails, you'll play a pivotal role in shaping the future of pet care logistics in India.

You'll work with a high-energy, mission-driven team committed to innovation, operational

excellence, and customer delight.