We are looking for a high-ownership Central Operations Lead to own and scale our core operational engine across Post-Sales, Logistics, Payments Operations, and New Initiatives. This is a horizontal, cross-functional role working closely with the founders to build repeatable capabilities, improve customer outcomes, and drive operational excellence across teams.
Create a reliable, scalable ops backbone with clear SOPs, SLAs, dashboards, and controls
Improve customer experience by reducing post-sales turnaround times and increasing resolution quality
Build strong logistics and partner performance to improve on-time delivery, cost, and exception handling
Strengthen payment operations through reconciliation discipline, leakage reduction, and faster resolution of failures/refunds
Launch and operationalize new initiatives with strong execution rigor and measurable results
Key Responsibilities
1) Post-Sales Operations (Customer Resolution & Experience)
Own end-to-end post-sales workflows: issues, escalations, returns/cancellations (if applicable), refunds, documentation follow-ups, service coordination
Define and monitor SLAs/TATs, escalation matrix, and resolution playbooks
Run structured problem-solving (root cause analysis) on top recurring failure themes
Coordinate cross-functionally with Product/Tech/Finance/Field/Partners to close loops and prevent repeat issues
2) Logistics Operations (Fulfilment & Partner Management)
Own daily logistics performance across pickups/drops/handovers (as applicable)
Set up partner/vendor governance: onboarding, SLA adherence, performance scorecards, cost control
Build exception management: delays, damages, missing steps, customer no-shows, re-attempt logic
Create visibility through trackers/dashboards and ensure predictable fulfilment outcomes
3) Payments Operations (Reconciliation, Refunds, Controls)
Own payment success/failure handling, settlement tracking, refund execution and ageing
Drive daily/weekly reconciliation discipline with Finance and internal teams; reduce leakage and unresolved gaps
Build controls: audit trails, approval workflows, exception handling, and clear ownership maps
Coordinate with product/tech/payment partners for recurring failure fixes and process improvements
4) New Initiatives & Capability Building
Lead new process rollouts, city/cluster launches, partner pilots, or new operational programs
Convert ambiguity into structured execution plans (people/process/tools)
Ensure readiness: SOPs, training, capacity planning, dashboards, and feedback loops
5) Data, Process & Systems Orientation
Build and maintain operational MIS: daily health dashboards, SLA views, ageing reports, and funnel metrics
Use Excel/Google Sheets deeply for analysis, reconciliation, and decision support
Define “what good looks like” with measurable KPIs and review cadences (daily/weekly ops reviews)
Post-sales: resolution TAT, reopen rate, escalation rate, CSAT/NPS outcomes
Logistics: on-time %, cost per fulfilment, exception rate, partner SLA adherence
Payments: payment failure resolution time, refund TAT, reconciliation ageing, leakage reduction
Overall: operational predictability, reduced chaos, scalable SOPs, and strong cross-team execution
Must-Have
Strong ownership mindset; ability to operate in ambiguity and build from scratch
Proven experience in operations roles spanning at least 2 of these: post-sales, logistics, payments/reconciliation, process excellence
High proficiency in Excel/Google Sheets (pivots, lookups, conditional logic, reconciliation, dashboards)
Strong process/system thinking: ability to design workflows with steps, owners, SLAs, exceptions, and controls
Excellent stakeholder management (founders, internal teams, vendors/partners)
Good-to-Have
Experience in high-volume consumer operations or platform/marketplace operations
Exposure to CRM/ticketing tools, logistics tools, or payment reconciliation processes
Comfort with SQL/basic automation tools to scale reporting (not mandatory)
Hands-on, execution-first operator who can zoom in (fix the daily issues) and zoom out (build systems that prevent issues)
Structured communicator who can run weekly reviews and drive closure across teams