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-effective 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