Operation Head

Operations Head — PAN India Operations

Position Title

Operations Head — PAN India Operations

Department

Supply Chain

Reports To

President — Supply Chain

Location

Mumbai (Corporate Office), with extensive PAN India travel (Preferred), Open to Pan India

Team Managed

Regional Operations Heads

Role Purpose

The Operations Head will own end-to-end responsibility for PAN India Operations at Vashi. The role is accountable for driving digital adoption, order fulfilment performance, process turnaround time, service quality, and cost-efficient productivity — while leading the operations team through the transition with strong morale and effective change management.

Key Responsibility Areas (KRAs)

KRA

What Success Looks Like

Digital Adoption

Increase % of SO booked through AI and DigiServe platforms; reduce manual booking dependency

Order Fulfilment (OTIF)

Improve Order OTIF from the current 69.07% baseline, without adding manpower

Turnaround Time (TAT)

Reduce median TAT from Case Creation to Approve SO below the current 7.05-hour baseline

Quality & Customer Experience

Reduce customer complaint rate from the current 0.96% baseline through root-cause resolution

PAN India Network Management

Consistent operating discipline and performance across all distribution centres

Productivity & Cost

Deliver improvements through process redesign and automation rather than headcount addition

People & Change Management

High team morale and engagement through the leadership transition; effective cascade of change

Core Responsibilities

• Own the PAN India operations for service metrics — OTIF, TAT, complaints, and digital order share — across all distribution centres
• Drive adoption of the AI booking assistant and DigiServe platform to reduce manual sales order booking and improve accuracy and speed
• Redesign the Case Creation-to-SO-Approval workflow to cut median TAT, identifying and removing bottlenecks across regions
• Build a structured root-cause and corrective-action process for customer complaints, working closely with sales operations and warehouse teams
• Improve Order OTIF through better coordination with demand-supply planning, inventory positioning, and dispatch discipline — without adding headcount
• Standardise processes and performance governance (reviews, dashboards, escalation matrices) across all distribution centres
• Partner with HR on manpower planning, capability building, and succession within the operations team
• Partner with Technology on SAP HANA, Salesforce Marketing Cloud, and DigiServe enhancements that remove manual effort
• Lead the change management and communication cascade for the new operating model, keeping regional teams engaged and motivated
• Report performance against all KRAs to the President — Supply Chain and leadership team on a monthly cadence

Education

• Graduate, Operations Management, or a related discipline

Experience

• At least 2 years in a Vashi in operations department
• Proven experience managing a large team spanning across multiple location
• Demonstrated, measurable track record of improving OTIF, reducing TAT, and reducing customer complaints in a previous role
• Experience driving digital / ERP / CRM adoption (SAP, Salesforce, or equivalent order-management platforms)

Skills & Competencies

• Strong analytical and data-driven decision-making ability; comfortable working with operating dashboards and KPIs
• Demonstrated change management and team leadership capability across large, distributed teams
• Cross-functional stakeholder management — warehouse operations, logistics, sales operations, HR, and technology
• Ownership mindset aligned to Vashi's QUIC-O values — Quality & On-Time, Unified in Integrity, Innovation-Frugality-Sustainability, Customer-Centricity, and Ownership
• Willingness and ability to travel extensively across India