Role & responsibilities

1. Cluster Operations Leadership

- Lead and manage a team of (CLMs & ACLMs) to ensure smooth day-today functioning of all assigned clusters.
- Drive key operational metrics such as booking loss reduction, Estimated Order Bridge (EOB) tracking, utilization, and on-time service delivery.
- Implement SOPs and ensure adherence to operational standards across clusters.
- Monitor performance dashboards, analyze data trends, and proactively resolve bottlenecks.

2. Market Expansion & Scaling

- Lead hood launch readiness across manpower, training, and logistics in coordination with the Senior Manager Cluster Operations.
- Ensure seamless rollout of new service zones with strong execution discipline.
- Partner with central and product teams to operationalize new processes and tools efficiently.

3. People & Supply Management

- Manage supply health at the cluster and hood level, ensuring optimal service expert availability and performance.
- Drive retention, productivity, and engagement initiatives for on-ground teams.
- Build a culture of performance, ownership, and continuous improvement among (CLMs & ACLM’s) and service experts.

4. Process Excellence & Continuous Improvement





- Track and report operational KPIs (TAT, utilization, service quality).
- Identify performance gaps, suggest process improvements, and implement automation or standardization where needed.
- Support the design and execution of pilot initiatives aimed at improving customer experience and operational efficiency.

5. Stakeholder Management & Reporting

- Collaborate with cross-functional teams (central ops, training, supply, and city leadership) to ensure alignment and issue resolution.
- Provide regular performance updates and insights to the Senior Manager – Cluster Operations.
- Support business reviews with data-driven recommendations and action plans.

Preferred candidate profile

- 4 to 7 years of experience in operations, logistics, last-mile delivery, or high-growth startup environments.
- Strong leadership and team management experience across multi-layered structures.
- Analytical mindset with data-driven decision-making skills.
- Excellent communication, stakeholder management, and leadership abilities.
- Hustler attitude with the ability to thrive in quick-paced, dynamic environments

📌 Regional Cluster Manager Operations (Kolkata)
🏢 Snabbit
📍 Kolkata