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 simple 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

- 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 protected 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