Job Description – Dark Store Manager

Position

Dark Store Manager

Reporting To

Area Operations Manager / Regional Operations Manager

Job Purpose

To manage end-to-end dark store operations, ensuring timely order fulfillment, inventory accuracy, manpower productivity, and adherence to operational standards to achieve customer satisfaction and business objectives.

Key Responsibilities

Operations Management

• Oversee daily dark store operations and ensure smooth execution of all activities.
• Ensure timely picking, packing, and dispatch of customer orders.
• Monitor order fulfillment SLAs and productivity metrics.
• Ensure operational efficiency and process compliance.

Inventory Management

• Maintain accurate inventory records and stock availability.
• Monitor stock movement, replenishment, and inventory health.
• Conduct regular cycle counts and stock audits.
• Minimize inventory discrepancies, damages, and shrinkage.

Team Management

• Manage and supervise warehouse associates, pickers, packers, and shift teams.
• Prepare manpower rosters and ensure optimum staffing levels.
• Conduct team briefings, coaching, and performance reviews.
• Drive employee engagement and productivity.

Customer & Service Excellence

• Ensure high order accuracy and on-time delivery performance.
• Address operational issues impacting customer experience.
• Coordinate with delivery teams and support functions to resolve service concerns.

Safety & Compliance

• Ensure adherence to company SOPs, safety guidelines, and statutory requirements.
• Maintain workplace hygiene, security, and safety standards.
• Ensure compliance with audit requirements and operational controls.

Performance & Reporting

• Track and analyze key operational KPIs.
• Prepare daily, weekly, and monthly operational reports.
• Identify improvement opportunities and implement corrective actions.

Key Performance Indicators (KPIs)

• Order Fulfillment Rate
• On-Time Dispatch Percentage
• Inventory Accuracy
• Picking and Packing Productivity
• Shrinkage and Damage Control
• Customer Complaint Resolution
• Manpower Productivity
• Audit Compliance Score

Qualification

• Graduate in any discipline.
• Supply Chain, Logistics, or Operations Management qualification preferred.

Experience

• 4–8 years of experience in Retail Operations, Warehousing, Logistics, E-commerce, or Quick Commerce.
• Minimum 2 years of team handling experience in a supervisory or managerial role.

Skills Required

• Warehouse and Inventory Management
• Team Leadership and People Management
• Operations Planning and Execution
• Data Analysis and Reporting
• Problem-Solving and Decision-Making
• Customer Service Orientation
• MS Office and Warehouse Management Systems (WMS)
• Communication and Stakeholder Management

Preferred Industries

• Quick Commerce
• E-commerce Fulfillment Centers
• Grocery Retail
• Hypermarkets
• Supply Chain and Logistics Operations