Role Summary

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.

What You Will Own (Outcomes)

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)

Success Metrics (Illustrative)

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

Candidate Profile

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)

Working Style

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

Lead – Central Operations (Post-Sales, Logistics, Payments & New Initiatives)