Head of Operations (D2C)

TAAS Partners · Karnataka, India

A Director of Operations for SugarFit will oversee the end-to-end operational backbone-from Post-Sale to consumer doorstep.

They own the supply chain, inventory planning, warehousing, and logistics, while driving the operational strategies necessary to deliver a seamless, cost-effective customer experience (CX) and improve profitability.

Core Responsibilities

- Supply Chain & Manufacturing

Vendor Management: Negotiate pricing, MOQs (Minimum Order Quantities), and lead times with manufacturers and packaging suppliers.

Capacity Planning: Align production schedules with demand forecasting to prevent stock-outs and minimize overstocking.

Quality Assurance: Establish and enforce quality control (QC) standards to minimize defective products and returns.

- Fulfillment & Logistics

3PL & Partner Management: Select, negotiate with, and manage 3PL (Third-Party Logistics) partners to ensure seamless picking, packing, and shipping.

Omnichannel Fulfillment: Manage multi-channel inventory (e.g., brand website, Amazon FBA, quick-commerce platforms like Zepto or Blinkit).

Last-Mile Optimization: Optimize shipping routes, reduce RTO (Return to Origin) rates, and improve the speed of delivery.

- Customer Experience (CX) Operations

Post-Purchase Experience: Own delivery SLAs (Service Level Agreements), track order statuses, and manage automated customer notifications.

Returns & Replacements: Streamline the reverse logistics process to ensure hassle-free refunds and exchanges.

CX Strategy: Work cross-functionally with customer support teams to resolve operational bottlenecks that lead to customer complaints.

- Cost & P&L Ownership

Operational Margins: Manage operations P&L, focusing heavily on reducing COGS, shipping costs, and packaging expenses.

KPI Tracking: Build and monitor real-time dashboards for operational KPIs (e.g., perfect order rate, cost per order, inventory turnover).

Process Scaling: Implement and integrate systems like WMS (Warehouse Management Systems), OMS (Order Management Systems), and ERPs to scale operations 10x.

Ideal CandidateProfile

Experience: 8 - 12 years in supply chain, fulfillment, and vendor management, specifically within a fast-paced D2C brand or high-growth startup.

Data-Driven: Advanced proficiency in Excel/Google Sheets, ERP software, and data visualization tools.

Hands-On Mentality: A bias for action-capable of translating high-level executive strategy into daily execution excellence.