Operations Manager - Fulfillment

Role Overview: The Operations Manager will be responsible for managing and optimizing daily operations to ensure e9iciency, productivity, and high-quality performance. This role requires strong leadership, strategic planning, and problem-solving skills. The successful candidate will work closely with various departments to streamline processes, improve performance, and achieve business objectives.

Key Responsibilities:

• Operational Strategy: Develop and implement operational strategies that align with business goals and objectives. Identify opportunities for process improvements and cost reductions. Set operational plan for Tut own fulfillment along with frieght partners.
• Pricing: Own shipping charges, by ensuring they are properly priced and reflect business revenue and gross profit targets.

• Process Delivery: o Build a network of freight providers to ensure fulfillment for orders. o Ensure timely fulfilment of each order in coordination with said providers end to end o Own & operate warehouse & fulfillment centers to ensure e9icient in & out

• Process Monitoring & Optimization: Analyze and optimize operational processes to improve e9iciency, reduce costs, and enhance quality. Implement best practices and continuous improvement initiatives. Monitor key performance indicators (KPIs) to assess operational performance. Prepare and present performance reports to senior management.

• Quality Control & Compliance: Ensure high-quality standards are maintained across all operational activities. Implement quality control measures and address any issues promptly. Ensure compliance with all relevant regulations, standards, and company policies. Maintain accurate documentation and records.

• Budget Management: Own & manage the operations budget, Negotiate with frieght & fulfillment providers to achieve cost and profitability targets. Ensuring e9icient allocation of resources and adherence to financial targets. Negotiate with them to achieve cost and profitability targets.

• Customer Service: Collaborate with the customer service team to ensure timely and e9ective resolution of customer issues. Enhance customer satisfaction through operational excellence.

• Risk Management: Identify and mitigate operational risks. Develop and implement risk management strategies and contingency plans.

• Cross-Functional Collaboration: Work closely with other departments, including sales, marketing, finance, and HR, to ensure operational alignment and support business objectives.

• Team Leadership: Lead and manage the operations team, and opertional functions providing guidance, training, and support to ensure high performance. Foster a positive and collaborative work environment.

Key Performance Indicators (KPIs):

• Operational EOiciency: Metrics related to the e9iciency of operational processes, such as cycle time, throughput, and process completion rate. • Order Fulfillment: On-time-in-full delivery rate, order accuracy, and order processing time.

• Fast track orders: % of orders fulfilled through Tut delivered in 2 days

• Fulfillment cost / order: Monitoring and managing operational costs within budget.

• Quality Metrics: Measures of product and service quality, including defect rates and customer complaints.

• Customer Satisfaction: Customer satisfaction score (CSAT) and Net Promoter Score (NPS).

• Employee Performance: Metrics related to team performance, such as productivity, engagement, and turnover rate.

• Process Improvement Implementation: Number and impact of process improvements implemented.

• Team productivity: Revenue per employee

Requirements

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field (Master’s degree preferred).

• 5+ years of experience in operations management, preferably in e-commerce or a related industry.

• Proven track record of managing and optimizing operational processes.

• Strong leadership and team management skills.

• Excellent analytical and problem-solving abilities.

• Proficiency in Microsoft O9ice Suite (Excel, Word, PowerPoint) and experience with ERP systems.

• Excellent communication and interpersonal skills.

• Ability to work e9ectively in a fast-paced, dynamic environment.

• Detail-oriented with a strong focus on accuracy and compliance.

• Knowledge of current industry trends and best practices.

Preferred Qualifications:

• Experience with Lean, Six Sigma, or other process improvement methodologies.

• Certification in operations management or related fields