Head - Fulfillment Operations and Logistics (PSS08115)

About the Company

A technology-enabled consumer tech company on a robust growth path.

Position Overview

The role will own end-to-end service and logistics operations across India, with direct accountability for service delivery, logistics, repair networks, partner performance, capacity, cost and customer outcomes.

Key Responsibilities

• Own the complete customer journey covering pickup, service-centre receipt, diagnosis, estimation, approval, repair, quality check, dispatch and final delivery.
• Lead high-volume operations across regions, cities and through multiple 3PL, hyperlocal, last-mile, courier, reverse-logistics and aggregator partners.
• Create real-time visibility of load, capacity, ageing and SLA risks and dynamically allocate volumes based on location, capacity, performance and cost.
• Own authorised service centres, independent repair partners, repair factories and aggregators, including identification, audit, onboarding and governance.
• Ensure adequate brand, category, technician, parts and repair capacity.
• Build a demand-led national network by mapping volumes against logistics availability, service-centre capability, technician capacity, parts readiness and unit economics
• Support new clients, categories and propositions through capacity forecasts, readiness plans and expansion business cases.
• Own budgets and optimise partner mix, routing and cost-to-serve.
• Partner with Product, Technology, Analytics and AI teams on automated allocation, live tracking, predictive breach alerts, demand/capacity forecasting, repair-estimate validation and customer communication.
• Build organisational capability in network planning, analytics, partner governance and technology-led operations

Required Experience & Qualifications

• 15–18 years of experience in service operations, after-sales service, logistics, supply chain or fulfilment.
• At least 5 years of experience leading pan-India, multi-city operations.
• Experience managing thousands of daily transactions, orders, shipments or service movements through multiple logistics partners.
• Demonstrated ownership of both service-centre/repair networks and 3PL, hyperlocal, last-mile or reverse-logistics operations.
• Strong understanding of high-volume operations, demand and capacity planning, partner governance, repair operations and cost-to-serve.

Why Consider this Opportunity?

• Opportunity to lead a large-scale, pan-India service and logistics operation
• Ownership of the complete service journey, from customer pickup through repair and final delivery.
• Opportunity to build and optimise an integrated ecosystem of service centres, repair partners, 3PLs, hyperlocal and reverse-logistics partners.
• Opportunity to expand service and logistics capabilities into Tier 3, Tier 4 and remote markets while supporting new clients, categories and propositions.

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