Designation: Head of Operations
Experience: 8–12+ Years
Industry: Last-Mile Delivery / E-commerce / Quick Commerce / Gig Workforce / Logistics

About the Role

We are looking for an experienced and result-oriented Head of Operations to lead the company’s PAN-India operational function.

The Operations Head will be responsible for managing and driving the performance of all State Managers, ensuring operational targets are achieved across locations, and maintaining strong control over rider onboarding, live counts, activation, team productivity, manpower and client requirements.

The person will act as the central point of accountability between the State Managers and Senior Management, ensuring that every state is performing against defined business KPIs.

Key Responsibilities

1. PAN-India Operations Leadership

• Take overall ownership of PAN-India operations and business performance.
• Lead, manage and monitor all State Managers across different locations.
• Establish clear operational targets, KPIs and performance expectations for State Managers.
• Ensure all states are aligned with organizational goals and client requirements.
• Drive a target-oriented and performance-driven operational culture.

2. State Manager Performance Management

• Conduct daily, weekly and monthly performance reviews with State Managers.
• Review state-wise performance against targets and identify gaps.
• Track State Manager performance on key operational metrics.
• Hold State Managers accountable for their respective teams and business numbers.
• Identify consistently underperforming State Managers and initiate corrective action.
• Develop and implement Performance Improvement Plans wherever required.
• Ensure State Managers have complete visibility and control over their teams.

3. Rider Onboarding & Live Count

• Take overall ownership of rider onboarding and activation performance across all states.
• Monitor daily, weekly and monthly onboarding numbers.
• Track live count, activation, tagging and productivity across locations.
• Identify reasons for low onboarding/live counts and implement corrective measures.
• Ensure every state is achieving its assigned onboarding and live-count targets.
• Work closely with State Managers and TLs to improve conversion and activation.

4. Team Productivity & Performance

• Monitor productivity of operational teams on a daily basis.
• Review team strength, attendance, login activity and working hours.
• Track individual, team and state-level performance.
• Identify productivity gaps and ensure timely action through State Managers.
• Ensure teams are adequately staffed to meet operational requirements.
• Drive accountability at every level of the operations hierarchy.

5. Daily MIS & Business Reviews

• Review daily operational MIS and performance dashboards.
• Monitor key metrics including:
  • Live Count
  • Rider Onboarding
  • Activation / Tagging
  • Daily Productivity
  • Team Strength
  • Attendance
  • Attrition
  • Target vs. Achievement
  • State-wise Performance
• Conduct regular review calls with State Managers.
• Prepare consolidated performance updates for CEO/COO and senior management.
• Ensure accurate and timely reporting from all states.

6. Client & Operational Requirements

• Ensure all State Managers and teams are aligned with client requirements.
• Monitor execution of client-specific targets and operational deliverables.
• Handle critical operational escalations.
• Coordinate with relevant internal teams to resolve operational challenges.
• Ensure timely communication of business priorities and changes to state teams.

7. Manpower Planning & Recruitment Coordination

• Review manpower requirements across states based on business volume.
• Identify manpower gaps and coordinate with HR/Recruitment teams for closures.
• Ensure appropriate team structures are maintained across locations.
• Monitor new joiner productivity and manpower utilization.
• Plan manpower deployment based on operational requirements.

8. Process Improvement & Operational Excellence

• Identify operational bottlenecks and implement corrective measures.
• Standardize processes across states wherever required.
• Improve efficiency, productivity and cost-effectiveness of operations.
• Establish strong reporting and escalation mechanisms.
• Continuously evaluate operational processes and introduce improvements.

9. Leadership & Team Development

• Mentor and guide State Managers in managing their respective teams.
• Develop strong second-line leadership within the operations function.
• Encourage data-driven decision-making.
• Build ownership and accountability among State Managers and TLs.
• Recognize high-performing teams and ensure timely intervention in low-performing locations.

Key KPIs

The Head of Operations will be accountable for:

• PAN-India target achievement
• State-wise performance
• Rider onboarding
• Live count and activation
• Team productivity
• State Manager performance
• Manpower utilization
• Attrition and team stability
• Client target achievement
• Operational efficiency
• Timely MIS and reporting
• Resolution of operational escalations

Education & Experience

• Graduate / Post Graduate / MBA preferred.
• 8–12+ years of overall experience in Operations.
• Relevant experience in Last-Mile / E-commerce / Quick Commerce / Gig Workforce / Logistics is mandatory.
• Minimum 3–5 years of experience in managing multi-location or PAN-India operations preferred.
• Prior experience managing State/Regional Managers will be strongly preferred.

Role Objective

The primary objective of the Head of Operations is to ensure that all states, State Managers and operational teams consistently achieve their targets, with strong control over rider onboarding, live counts, productivity, manpower and client requirements.

The role requires a hands-on leader who can drive numbers, review performance, identify gaps, take corrective action and build a high-performing PAN-India operations team.