JOB DESCRIPTION
Operations Head — PAN India Operations
| Position Title | Operations Head — PAN India Operations |
| Department | Supply Chain |
| Reports To | President — Supply Chain |
| Location | Mumbai (Corporate Office), with extensive PAN India travel (Preferred), Open to Pan India |
| Team Managed | Regional Operations Heads |
Role Purpose
The Operations Head will own end-to-end responsibility for PAN India Operations at Vashi. The role is accountable for driving digital adoption, order fulfilment performance, process turnaround time, service quality, and cost-efficient productivity — while leading the operations team through the transition with strong morale and effective change management.
Key Responsibility Areas (KRAs)
| KRA | What Success Looks Like |
| Digital Adoption | Increase % of SO booked through AI and DigiServe platforms; reduce manual booking dependency |
| Order Fulfilment (OTIF) | Improve Order OTIF from the current 69.07% baseline, without adding manpower |
| Turnaround Time (TAT) | Reduce median TAT from Case Creation to Approve SO below the current 7.05-hour baseline |
| Quality & Customer Experience | Reduce customer complaint rate from the current 0.96% baseline through root-cause resolution |
| PAN India Network Management | Consistent operating discipline and performance across all distribution centres |
| Productivity & Cost | Deliver improvements through process redesign and automation rather than headcount addition |
| People & Change Management | High team morale and engagement through the leadership transition; effective cascade of change |
Core Responsibilities
- Own the PAN India operations for service metrics — OTIF, TAT, complaints, and digital order share — across all distribution centres
- Drive adoption of the AI booking assistant and DigiServe platform to reduce manual sales order booking and improve accuracy and speed
- Redesign the Case Creation-to-SO-Approval workflow to cut median TAT, identifying and removing bottlenecks across regions
- Build a structured root-cause and corrective-action process for customer complaints, working closely with sales operations and warehouse teams
- Improve Order OTIF through better coordination with demand-supply planning, inventory positioning, and dispatch discipline — without adding headcount
- Standardise processes and performance governance (reviews, dashboards, escalation matrices) across all distribution centres
- Partner with HR on manpower planning, capability building, and succession within the operations team
- Partner with Technology on SAP HANA, Salesforce Marketing Cloud, and DigiServe enhancements that remove manual effort
- Lead the change management and communication cascade for the new operating model, keeping regional teams engaged and motivated
- Report performance against all KRAs to the President — Supply Chain and leadership team on a monthly cadence
Education
- Graduate, Operations Management, or a related discipline
Experience
- At least 2 years in a Vashi in operations department
- Proven experience managing a large team spanning across multiple location
- Demonstrated, measurable track record of improving OTIF, reducing TAT, and reducing customer complaints in a previous role
- Experience driving digital / ERP / CRM adoption (SAP, Salesforce, or equivalent order-management platforms)
Skills & Competencies
- Strong analytical and data-driven decision-making ability; comfortable working with operating dashboards and KPIs
- Demonstrated change management and team leadership capability across large, distributed teams
- Cross-functional stakeholder management — warehouse operations, logistics, sales operations, HR, and technology
- Ownership mindset aligned to Vashi's QUIC-O values — Quality & On-Time, Unified in Integrity, Innovation-Frugality-Sustainability, Customer-Centricity, and Ownership
- Willingness and ability to travel extensively across India
