Job Title: Senior Manager – Supply Operations

Location: Noida

Experience: 5 - 8 years

Industry Type: Internet / E-Commerce, Supply Chain & Logistics

Department: Supply Chain & Logistics

Employment Type: Full Time, Permanent

Role Category: Supply Chain Operations

Role: Senior Manager – Supply Operations

Job Description

We are looking for a Senior Manager – Supply Operations to lead our Supply Operations function for the PAAS business. The role involves owning the end-to-end order lifecycle across multiple customer accounts, driving OTIF and SLA performance, managing and mentoring a team, and acting as the key client relationship owner for critical accounts. This is a leadership role requiring strong stakeholder management, analytical rigor, and hands-on team management skills.

Key Responsibilities:

- Multi-Account & Team Ownership – Own end-to-end operations across multiple customer accounts and teams, ensuring seamless service delivery.
- Order Lifecycle & SLA Management – Own the Suppliers Pick-Up Plan, ensure Pick-Up SLA adherence, and lead cross-functional coordination across Sourcing, Warehouse, Logistics, and Customer Service teams for end-to-end Order Status from Pickup to Delivery.
- Delivery Planning & OTIF – Define and drive delivery plans based on internal KPIs to achieve higher product adoption, customer satisfaction, and overall OTIF.
- Client Relationship Management – Strengthen and expand key client relationships, act as the primary client-facing point of contact for critical accounts, conduct weekly/fortnightly/monthly client review meetings, and present quarterly business reviews to leadership.
- Escalation & Query Management – Own resolution of product, fulfillment, and process-related queries and escalations for critical/high-value accounts; build escalation frameworks and drive root-cause analysis and preventive action plans.
- Team Handling – Manage, guide, and support the operations team; mentor Managers/Team Leads; own the people agenda (hiring, coaching, goal-setting, performance reviews).




- Operational Excellence – Own KPIs, KRAs, SOPs, and MIS; design and implement policies and procedures; drive productivity, cost optimization, and continuous process improvement.
- Technology & Process Innovation – Champion the use of technology and automation, and leverage technical/functional knowledge of order management and platform operations to resolve complex issues.
- Stakeholder & Strategic Partnership – Partner with senior stakeholders (internal and client-side) on strategy, planning, and product/platform development discussions.
- Internal Communication & Culture – Ensure excellent communication with business units and Customer Service teams to institutionalize a customer-centric culture.

Desired Candidate Profile
- Minimum 8–10 years of experience in Customer Support or Order Management, including at least 2–3 years in a people management role.
- Proven experience handling customer escalations, complaints, and investigations at scale.
- Solid client handling and relationship management skills.
- Strong technical/functional understanding of order management and platform-driven operations.
- Proven ability to design, implement, and drive SOPs and KRAs across teams.
- Strong analytical and problem-solving skills.
- Proficiency in MS Excel; working knowledge of ERP/CRM/OMS platforms.
- Familiarity with BI/dashboard tools (e.g., Power BI) for OTIF and SLA tracking.
- People management and team leadership skills, including coaching and performance management.
- Proven cross-functional team handling experience across Sourcing, Warehouse, Category, Logistics, and Customer Service.
- Graduate from a Tier 1/Tier 2 college; Post-Graduate preferred (Essential).

Key Skills:
Supply Chain Operations, Order Management, OTIF, SLA Management, Client Relationship Management, Team Handling, People Management, KPI/KRA Management, SOP Design, Escalation Management, Cross-Functional Coordination, MS Excel, ERP/CRM/OMS, Power BI, Stakeholder Management

Education:
UG: Any Graduate (Tier 1/Tier 2 college) - Essential
PG: Any Postgraduate (Tier 1/Tier 2 college) – Essential

📌 Senior Manager - Supply Operation (New Delhi)
🏢 Moglix
📍 New Delhi