Regional Head - Operations - Logistics

Role Overview:The Regional Head - Operations will be responsible for managing the end-to-end operations of dark stores across a designated region. This includes overseeing inbound (inward), mid-mile, and last-mile logistics, while ensuring a superior customer experience and operational excellence. The role demands strong leadership, data-driven decision making, and close coordination with supply chain, tech, and customer support teams.Key Responsibilities:1. Dark Store Management- Ensure smooth functioning of all dark stores in the region.- Optimize space, layout, inventory flow, and manpower planning.- Monitor stock accuracy, shrinkage control, and SLA adherence.2. Inward Operations- Coordinate with vendors/suppliers for timely inwarding of goods.- Ensure accuracy in GRN (Goods Receipt Note) and system updates.- Maintain hygiene and compliance during unloading and shelving.3. Mid-Mile Logistics- Oversee inter-store or hub-to-store transfers.- Ensure timely movement of inventory to meet replenishment needs.- Collaborate with central planning for demand forecasting and dispatch planning.4. Last-Mile Delivery- Monitor last-mile partner performance and delivery timelines.- Ensure delivery SLA adherence and cost optimization.- Improve order fulfilment rate and reduce returns/RTOs.5. Customer Experience- Drive NPS and customer satisfaction through delivery timeliness and issueresolution.- Implement initiatives to reduce complaints and enhance service quality.- Work closely with support teams to identify and resolve root causes.6. People & Performance Management- Manage a team of store managers, area operations leads, and deliveryexecutives.- Drive productivity, training, and performance reviews.- Ensure adherence to labor laws and safety standards.7. Data & Reporting- Track and analyze key metrics: fill rates, TAT, dispatch accuracy, order delays,etc.- Present weekly/monthly performance dashboards to leadership.- Use insights to drive continuous improvement.Key Skills & Requirements:- 8-12 years of experience in quick commerce, e-commerce, retail ops, QSR,or hyperlocal logistics.- Strong understanding of warehouse operations, logistics, and customer service.- Proficient in Excel, WMS, routing tools, and dashboards.- Excellent team leadership, communication, and problem-solving skills.- Graduate/Postgraduate in Operations, Supply Chain, or related field.