Job Purpose

To manage end-to-end dark store operations, ensuring timely order fulfillment, inventory accuracy, team productivity, customer satisfaction, and compliance with company SOPs. The role focuses on achieving operational excellence and delivery SLAs in a fast-paced quick commerce environment.

Key Responsibilities

Operations Management

• Manage daily dark store operations including receiving, put-away, picking, packing, and dispatch.
• Ensure timely order processing and adherence to delivery SLAs.
• Monitor order fulfillment accuracy and productivity.
• Maintain store hygiene, safety, and operational standards.

Inventory Management

• Ensure inventory accuracy through cycle counts and stock audits.
• Monitor stock availability, replenishment, and stock rotation (FIFO/FEFO).
• Control shrinkage, damages, expiries, and stock losses.
• Coordinate with supply chain teams for stock planning.

Team Management

• Lead, coach, and develop store associates and supervisors.
• Prepare manpower rosters and ensure optimum staffing.
• Monitor team productivity and drive performance improvement.
• Conduct regular training and performance reviews.

Customer & Service Excellence

• Ensure high order accuracy and customer satisfaction.
• Resolve operational issues impacting service levels.
• Drive continuous improvement initiatives to enhance store performance.

Compliance & Reporting

• Ensure adherence to SOPs, audit requirements, and safety guidelines.
• Maintain accurate records of inventory, cash, and operational reports.
• Monitor KPIs such as Fill Rate, Order Accuracy, Productivity, Shrinkage, and TAT.

Key Performance Indicators (KPIs)

• Order Fulfillment Accuracy
• On-Time Dispatch %
• Inventory Accuracy %
• Shrinkage Control
• Customer Satisfaction Score
• Team Productivity
• Audit Compliance Score

Qualifications & Experience

• Graduate in any discipline.
• 3–6 years of experience in Retail, Warehouse, FMCG, E-commerce, or Quick Commerce operations.
• Experience in managing teams and inventory operations.
• Knowledge of WMS, Inventory Management, and MS Excel preferred.

Key Skills

• Team Leadership
• Inventory Management
• Operations Management
• Problem Solving
• Data Analysis & Reporting
• Communication Skills
• Customer Focus
• Planning & Execution

Preferred Industry Experience: Quick Commerce, E-commerce, Grocery Retail, FMCG, Dark Store Operations, Warehouse Operations.