Operation Head

JOB DESCRIPTIONOperations Head — PAN India Operations
Position TitleOperations Head — PAN India OperationsDepartmentSupply ChainReports ToPresident — Supply ChainLocationMumbai (Corporate Office), with extensive PAN India travel (Preferred), Open to Pan IndiaTeam ManagedRegional Operations Heads
Role PurposeThe 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)KRAWhat Success Looks Like
Digital AdoptionIncrease % of SO booked through AI and DigiServe platforms; reduce manual booking dependencyOrder Fulfilment (OTIF)Improve Order OTIF from the current 69.07% baseline, without adding manpowerTurnaround Time (TAT)Reduce median TAT from Case Creation to Approve SO below the current 7.05-hour baselineQuality & Customer ExperienceReduce customer complaint rate from the current 0.96% baseline through root-cause resolutionPAN India Network ManagementConsistent operating discipline and performance across all distribution centresProductivity & CostDeliver improvements through process redesign and automation rather than headcount additionPeople & Change ManagementHigh 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

Department: Supply Chain
Experience: 10
Posted: 2026-09-09T06:11:39.223Z