Operations & Process Lead – D2C (Shopify)

About Us: We are a fast-growing D2C lifestyle brand selling glass bottles, tiffins, containers & drinkware across India. We are scaling

and building strong backend systems to support growth. Role Overview: We are looking for an Operations & Process Lead to manage and optimize our backend operations including dispatch, COD confirmation, NDR handling, customer support coordination and process automation. This is a hands-on role with ownership. Key Responsibilities : 1. Operations Management Ensure 95% same-day dispatch Monitor courier allocation & performance Reduce delivery delays Track and reduce RTO % 2.

Team Management Manage dispatch, COD, NDR & support teams Daily review meetings Define clear KPIs per role Monitor productivity 3.

Process Building Create SOPs Identify bottlenecks Improve workflows Reduce manual work 4.

Data & Reporting Build daily & weekly dashboards Track: Dispatch TAT RTO % Tickets per 100 orders Refund TAT Share daily report with founder 5.

Escalation Handling Courier escalations High-value customer complaints Operational breakdown resolution Requirements : 2–5 years experience in D2C / Ecommerce operations Experience with Shopify Experience with Shiprocket / courier aggregators Strong Excel / Google Sheets skills Process-oriented mindset Leadership ability KPIs

( Performance

Based ): Dispatch SLA % RTO % Customer complaint rate Resolution TAT Cost per shipment