The 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 r obust 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.

3. Drive process standardization and continuous improvement initiatives to enhance throughput and reduce costs.

4. Implement inventory control practices to maintain stock accuracy and prevent order losses.

5. Vendor and Partner Management

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

7. Ensure adherence to service-level agreements, quality benchmarks, and compliance requirements.

8. Negotiate vendor contracts and continuously evaluate partner performance to ensure scalability and reliability.

9. Expansion & Network Growth

10. Identify, evaluate, and launch new dark store locations based on demand analytics and customer proximity.

11. Partner with central expansion, real estate, and procurement teams to ensure smooth setup and go-live of new stores.

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

13. Collaboration & Stakeholder Management

14. 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.

15. Provide actionable insights to the central operations team to enhance efficiency and customer satisfaction.

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

17. Team Leadership & Development

18. Lead, mentor, and develop a team of Area Managers, Store Leads, and support staff across the region.

19. Foster a culture of accountability, safety, and continuous improvement.

20. 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.