Deputy General Manager - Control Tower

PALMONAS · India

About Palmonas

Palmonas is one of India's fastest-growing demi-fine jewellery D2C brands, founded in 2022 by Amol Patwari and Pallavi Mohadikar, with actor Shraddha Kapoor as co-founder. Known for its 18k gold vermeil, tarnish-proof, hypoallergenic jewellery, Palmonas has delivered over 6.5 lakh orders and raised ₹55 crore in Series A funding led by Vertex Ventures SEAI. The brand is now scaling aggressively — targeting 100+ new offline stores over the next year alongside continued e-commerce growth and international expansion. As order volumes, SKU complexity, and channels (online, quick-commerce, offline retail) multiply, Palmonas is building a Control Tower function to give leadership real-time, data-driven visibility and control over the end-to-end order-to-delivery lifecycle.

Role Summary

The Head / Deputy General Manager – Control Tower will own the design, build-out, and day-to-day running of Palmonas's operations Control Tower — the central nervous system that monitors orders, inventory, logistics, vendor SLAs, and customer experience metrics across all channels in real time. This is a hybrid role combining hands-on data analysis, dashboarding, and process control with people and stakeholder leadership. The ideal candidate is equally comfortable writing a SQL query, building a Power BI dashboard, and presenting an escalation-and-resolution plan to the leadership team.

Key Responsibilities

Control Tower Design & Operations

• Build and own the Control Tower framework — real-time monitoring of order lifecycle, fulfillment SLAs, courier/logistics performance, inventory health, and returns/RTO across D2C, marketplaces, quick-commerce, and offline retail.
• Define and track the key operational KPIs (on-time dispatch, delivery TAT, NDR/RTO %, inventory accuracy, stock-outs, fill rate, first-response and resolution time) and set alert thresholds for proactive issue detection.
• Run daily/weekly control rooms to flag anomalies, bottlenecks, and SLA breaches, and drive root-cause analysis with cross-functional teams (warehouse, logistics, customer experience, retail, category, and tech).

Data Analytics & Reporting

• Design and maintain dashboards (Power BI / Tableau / Looker Studio) and automated reporting pipelines that give leadership a single source of truth on operations health.
• Perform deep-dive analysis on order, logistics, inventory, and store performance data to identify trends, leakages, and improvement opportunities.
• Partner with data engineering to ensure clean, reliable data pipelines from OMS, WMS, ERP, courier partners, and POS systems into the Control Tower.
• Translate data into clear, actionable business narratives for founders and leadership — not just charts, but recommendations.

Process & Stakeholder Management

• Act as the escalation point for operational exceptions — delayed shipments, stock mismatches, vendor non-compliance — and drive them to closure with the right teams.
• Work closely with logistics/courier partners, 3PL warehouses, and offline store operations teams to enforce SLAs and continuously improve turnaround times.
• Identify automation opportunities (alerts, workflows, exception-handling bots) to reduce manual monitoring and improve response times as order volumes scale.
• Support new store and market launches by setting up Control Tower visibility and processes from day one.

Team & Leadership

• Build, mentor, and manage a small team of data analysts / control tower executives as the function scales.
• Collaborate closely with founders, COO, and functional heads (Supply Chain, Customer Experience, Retail, Tech) to align on priorities and drive operational excellence.

Requirements

Experience

• 6–10 years of experience in operations analytics, supply chain control tower, business intelligence, or D2C/e-commerce operations roles.
• Prior experience setting up or running a Control Tower / NOC-style function in a D2C, e-commerce, quick-commerce, retail, or logistics organization is strongly preferred.
• Experience working with omni-channel operations (online + offline retail) is a plus given Palmonas's expanding offline footprint.

Skills

• Strong hands-on proficiency in SQL and Excel; working knowledge of a BI tool (Power BI, Tableau, or Looker).
• Familiarity with Python/R for analysis is a plus, not mandatory.
• Understanding of OMS/WMS/ERP systems, courier/logistics operations, and inventory management concepts.
• Excellent problem-solving skills with a bias for root-cause analysis over firefighting.
• Strong communication skills — ability to present data-backed insights crisply to founders and leadership.
• High ownership, comfort with ambiguity, and the ability to operate in a fast-scaling startup environment.

Education

• Bachelor's degree required; MBA or equivalent in Operations/Analytics preferred but not mandatory for the right experience profile.

What Palmonas Offers

• A high-ownership, leadership-track role at one of India's fastest-growing D2C jewellery brands, working directly with founders and senior leadership.
• The opportunity to build a critical function from the ground up during a phase of rapid scale (100+ new stores, international expansion).
• A fast-paced, data-driven, and collaborative culture.
• Competitive compensation benchmarked to industry and experience.

Location : Koregaon Park, Pune

Interested candidates can share their CV via mail : shruti.singh@palmonas.com