Job Description

Mumbai Hub Manager (Dark Store Operations)

Location: Mumbai

Department: Operations

Reports To: Head – Operations

About the EleFant

The EleFant is India's largest toy subscription platform, helping families access age-appropriate toys through a easy subscription model. Our Mumbai Hub is the heart of our operations, managing thousands of toys, daily deliveries, quality checks and customer delight.

We're looking for someone who can run the Mumbai Hub like the CEO of the warehouse—ensuring every toy, every order and every customer experience is executed flawlessly

Role Overview

The Mumbai Hub Manager will have complete ownership of the Mumbai Dark Store.

This is not a warehouse supervisor role—it is an operations leadership role responsible for ensuring that inventory, customer orders, logistics, hygiene, quality, manpower and daily operations work seamlessly.

You will lead a team across warehouse executives, quality associates and riders while driving operational excellence and customer satisfaction.

Key Responsibilities

1. End-to-End Hub Operations

- Own the complete functioning of the Mumbai Dark Store.
- Ensure smooth daily warehouse operations.
- Maintain operational discipline and SOP compliance.
- Ensure the hub is always audit-ready.

2. Order Fulfilment

- Ensure all customer orders are picked, packed and dispatched within SLA.
- Monitor pending orders and eliminate backlogs.
- Coordinate with customer support for urgent deliveries.
- Ensure first-time orders are prioritised.
- Minimise delayed and cancelled orders.

KPIs

- Order SLA
- Order Accuracy
- On-Time Dispatch
- Backlog %

3. Inventory Management

- Maintain complete inventory accuracy.
- Daily stock reconciliation.
- Manage inward and outward movement.
- Track missing toys and inventory losses.
- Ensure proper categorisation and storage.

KPIs

- Inventory Accuracy
- Shrinkage
- Lost Toys
- Stock Variance

4. Toy Quality & Hygiene

- Ensure every toy meets the EleFant quality standards before dispatch.
- Oversee cleaning, sanitisation and quality checks.
- Reject damaged or incomplete toys.




- Monitor repair and refurbishment.

KPIs

- Customer Quality Complaints
- Toy Rejection Rate
- Hygiene Audit Score

5. Logistics Management

- Manage daily rider planning and routing.
- Optimise delivery routes.
- Reduce delivery costs.
- Coordinate with third-party logistics wherever required.
- Monitor rider productivity.

KPIs

- Delivery Success Rate
- Cost per Order
- Rider Productivity
- Average Delivery Time

6. Team Management

Lead the warehouse team including:

- Warehouse Executives
- Inventory Associates
- Quality Executives
- Packers
- Riders

Responsibilities include:

- Daily briefing
- Task allocation
- Attendance
- Performance management
- Coaching and development
- Hiring support

7. Customer Experience

Ensure the hub contributes to an exceptional customer experience by:

- Reducing delivery delays.
- Improving first-order experience.
- Resolving operational escalations quickly.
- Supporting Customer Happiness Team.

Every operational decision should improve customer delight.

8. Process Improvement

Continuously improve:

- Warehouse layout
- Picking efficiency
- Storage systems
- Dispatch processes
- Quality SOPs
- Delivery routing
- Inventory movement
- Automation opportunities

9. MIS & Reporting

Prepare and review daily reports including:

- Orders received
- Orders dispatched
- Pending orders
- Delivery performance
- Inventory variance
- Team productivity
- Customer escalations
- Daily operational dashboard

10. Safety & Compliance

- Maintain warehouse discipline.
- Ensure safe handling of toys.
- Maintain cleanliness standards.
- Ensure compliance with internal SOPs.
- Conduct periodic operational audits.

Key Performance Indicators (KPIs)

Customer Experience





- 98%+ On-Time Dispatch
- <2% Delivery Delays
- <1% Order Errors
- First Order SLA Compliance
- Customer Complaint Resolution Support

Warehouse Operations

- 99% Inventory Accuracy
- 100% Daily Stock Reconciliation
- <1% Inventory Shrinkage
- Zero Critical Audit Findings

Quality

- 100% Toy Inspection Before Dispatch
- Reduced Quality Complaints
- Reduced Missing Parts
- Hygiene Compliance

Team

- Daily Productivity Targets
- Attendance
- Team Engagement
- Training Completion

Skills Required

- Strong warehouse operations experience.
- Excellent team management.
- Data-driven decision making.
- Ability to work under pressure.
- Strong coordination skills.
- Excellent communication.
- High ownership mindset.
- Problem-solving ability.

Preferred Experience

- 4–8 years in Warehouse, Dark Store or Fulfilment Operations.
- Experience with D2C, E-commerce, Quick Commerce, Retail or Supply Chain operations.
- Experience managing teams of 15–30 people.
- Knowledge of inventory management systems and warehouse processes.

What Success Looks Like

Within 90 Days, you should:

- Stabilise daily operations.
- Eliminate order backlogs.
- Improve dispatch timelines.
- Achieve high inventory accuracy.
- Build a disciplined warehouse culture.
- Reduce customer escalations originating from operations.

Within 6 Months, you should:

- Make the Mumbai Hub the benchmark for all EleFant hubs.
- Establish scalable SOPs for future city expansions.
- Drive continuous improvement in cost, efficiency and customer satisfaction.

Ideal Candidate

We are looking for someone who treats the warehouse as their own business.

You should be equally comfortable solving a customer escalation, motivating a warehouse team, optimising delivery routes, conducting inventory audits, or redesigning the warehouse layout for better efficiency.

At the EleFant, the Hub Manager is not just responsible for operations—they are responsible for delivering joy to thousands of children, one perfectly executed order at a time.

📌 Hub Manager (Mumbai)
🏢 the EleFant
📍 Mumbai