Job Overview: The Head of Operations will lead end-to-end logistics and fulfillment operations, focusing on driving operational excellence across the entire supply chain. From overseeing the flow of goods from manufacturers to warehouses, coordinating activities from warehouses to fulfillment centers, last-mile management, and seamless delivery. The ideal candidate will be data-driven, highly analytical, and able to manage multiple teams and stakeholders locally and regionally. The role requires expertise in vendor management, people management, cost reduction strategies, P&L ownership, and development of strategic plans to address fulfillment gap and performance challenges.

Key Responsibilities:

• Logistics & Fulfillment Operations:

• Oversee logistics operations from manufacturer to warehouse, warehouse to fulfillment center, and fulfillment center to last mile.
• Monitor and optimize the supply chain from order fulfillment to delivery, ensuring that KPIs are met across all stages.
• Lead the management of 3PL providers to ensure efficient handling of inbound, outbound, and warehouse activities, including inventory accuracy, FIFO/FEFO picking, and order fulfillment timelines.
• Drive the adherence to inventory management standards and regular cycle counts, stocktakes, and inventory accuracy reports.
• Ensure efficient on-time picking and proper management of inventory, including expiration date control and replenishment.
• Manage daily inventory reports, stock movement reports, and delivery status reports.

• Performance Management:

• Set and monitor key performance metrics, particularly the delivery rate, successful delivery percentage, on-time delivery and customer satisfaction.
• Analyze performance data to identify gaps in fulfillment rates and areas for improvement.
• Root cause analysis of operational failures, specifically focusing on delays, inventory discrepancies, and delivery issues, and work with cross-functional teams to create targeted action plans.
• Continuously assess and improve First Mile (warehouse) and Last Mile (delivery) performance, ensuring high levels of service quality and meeting delivery targets.
• Collaborate closely with internal teams (Sales, Rescue, QA etc.) and 3PL partners to ensure successful order fulfillment and timely deliveries.

• Cost Management & P&L Responsibility:

• Take ownership of the operations P&L, driving profitability through cost management, efficiency improvements, and strategic budgeting.
• Implement and drive cost-saving initiatives across the logistics and fulfillment network, focusing on reducing operational costs
• Identify areas where operational expenses can be optimized without compromising service quality
• Develop and execute plans to reduce cost per delivery, improving profit margins and increasing operational efficiency.
• Regularly monitor and report on financial performance, comparing actuals to budgeted figures and making adjustments as needed to maintain a lean cost structure.
• Analyze data to determine the most cost-effective fulfillment strategies and recommend improvements to streamline operations and reduce waste.

• Vendor Management:

• Manage relationships with 3PLs and monitor KPI performance.
• Negotiate contracts, SLAs, and performance expectations with vendors and third-party service providers.
• Develop and implement vendor management strategies to improve cost efficiency, delivery performance, and customer satisfaction.

• People Management:

• Lead and manage a cross-functional team of logistics, fulfillment, and last-mile delivery professionals, ensuring a high-performing team with clear KPIs and performance targets.
• Build, train, and develop talent within the team and foster a culture of continuous improvement and operational excellence.
• Ensure seamless communication and collaboration across local, regional, and cross-departmental teams.

• Expansion & Stakeholder Management:

• Drive operational expansion into new regions or markets, ensuring the establishment of robust logistics and fulfillment capabilities.
• Develop and maintain strong relationships with regional stakeholders, providing regular updates on performance, challenges, and initiatives.
• Provide data-driven insights and reports on operations and performance to senior leadership and other key stakeholders.

• Reporting & Analysis:

• Maintain accurate and up-to-date reports on performance metrics, including delivery rates, fulfillment rates, and operational efficiencies.
• Present root cause analyses and actionable plans for performance improvement at a regional level.
• Utilize advanced data analysis tools (PBI, Excel, WMS, TMS, etc.) to present insights, identify trends, and optimize processes.

Required Qualifications & Skills:

- Bachelor's degree in Logistics, Supply Chain, or related field.

- At least 5 years of experience in logistics, with a focus on last-mile operations (70% last mile, 30% warehouse).

- Proven experience managing 3PL providers and optimizing third-party partnerships.

- Strong understanding of logistics systems and processes, with proficiency in data analysis tools (Excel, PBI, WMS, TMS).

- Ability to analyze P&L statements and drive cost-reduction initiatives.

- Startup experience preferred, with the ability to work in dynamic environments.

Other Skills:

- Demonstrated ability to turn uncontrollable or ambiguous operational challenges into actionable strategies with clear outcomes.

- Proactively identify and bridge operational gaps that may impact revenue generation or fulfillment performance, especially in comparison to regional revenue targets.

Key Performance Indicators (KPIs):

• Delivery Success Rate
• On-Time Delivery (OTD) rate
• Inventory Accuracy
• Cycle Count Accuracy
• 3PL Performance Evaluation
• Fulfillment Rate
• Cost per Delivery

Please refer to job description.