JOB DESCRIPTION

Operations Head — PAN India Operations
- Position Title
- Operations Head — PAN India Operations

Department
- Supply Chain

Reports To
- President — Supply Chain

Location
- Mumbai (Corporate Office), with extensive PAN India travel (preferred), Open to Pan India

Team Managed
- Regional Operations HeadsRole Purpose

The Operations Head will own end-to-end responsibility for PAN India Operations at Vashi. The role is accountable for driving digital adoption, order fulfilment performance, process turnaround time, service quality, and cost-efficient productivity — while leading the operations team through the transition with solid morale and effective change management.
- Key Responsibility Areas (KRAs)

KRA

What Success Looks Like
- Digital Adoption
- Increase % of SO booked through AI and DigiServe platforms; reduce manual booking dependency
- Order Fulfilment (OTIF)
- Improve Order OTIF from the current 69.07% baseline, without adding manpower
- Turnaround Time (TAT)




- Reduce median TAT from Case Creation to Approve SO below the current 7.05-hour baseline
- Quality & Customer Experience
- Reduce customer complaint rate from the current 0.96% baseline through root-cause resolution
- PAN India Network Management
- Consistent operating discipline and performance across all distribution centres
- Productivity & Cost
- Deliver improvements through process redesign and automation rather than headcount addition
- People & Change Management
- High team morale and engagement through the leadership transition; effective cascade of change
- Core Responsibilities
- Own the PAN India operations for service metrics — OTIF, TAT, complaints, and digital order share — across all distribution centres
- Drive adoption of the AI booking assistant and DigiServe platform to reduce manual sales order booking and improve accuracy and speed
- Redesign the Case Creation-to-SO-Approval workflow to cut median TAT, identifying and removing bottlenecks across regions
- Build

📌 Operation Head (Bhiwandi)
🏢 Vashi Integrated
📍 Bhiwandi