This is exact because it names both functions the role actually owns (not a generic founder's office or chief of staff label that pulls in unrelated generalists), and it's the exact phrase candidates with real supply chain/ops + CX experience search for and apply against.

If you can spot where a business is leaking, understand why, and build the fix, this role is for you. Direct founder access, full business context from day one, and real accountability for outcomes across two critical functions CX and Operations.

1. Customer Experience & Retention

- Own the post-purchase journey end to end — from first delivery to repeat purchase, including re-order nudges, win-back campaigns, loyalty mechanics
- Track cohort repeat rates, time-to-second-order, churn triggers, and NPS by product/channel via a weekly retention dashboard
- Own CX metrics as performance targets CSAT, first response time, resolution SLA, repeat complaint rate, NPS, repeat purchase rate, refund/return rate
- Write, own, audit, and update the CX SOP library complaint handling, delivery delay resolution, escalation matrices, agent playbooks
- Run RCA on every recurring failure trace root cause, fix the source, update the SOP, verify the fix held
- Feed CX insights upstream to inform NPD, formulation, and supply chain decisions
- Own the CX tech stack ticketing, WhatsApp automation, logistics webhooks

2. Supply Chain & Operations

- Own the Operations SOP library procurement, inbound QC, CMO coordination, warehouse, dispatch, returns
- Drive SOP adherence through floor-level checks and exception tracking
- Run RCA on operational failures (batch rejection,



delivery delay, procurement gap) and verify fixes over 2-3 cycles
- Own the CMO performance scorecard on-time delivery, batch quality, rejection rates, CoA compliance
- Own inventory planning reduce OOS without creating excess stock or working capital lock-in
- Own 3PL coordination — NDR management, RTO reduction, SLA adherence, exception-handling SOPs

3. Business Intelligence & Cross-Functional Work

- Build founder dashboards as early-warning systems, not rear-view mirrors
- Track retention-led revenue metrics — cohort repeat rates, refund/return trends, complaint-to-churn correlation, fulfilment SLA impact on NPS
- Own cross-functional projects from intake through prioritisation, execution, and closure

Must-have:

- 1-8 years post-qualification experience in consulting, operations, supply chain, a founder's office, or a high-ownership role at a D2C/FMCG/consumer startup (Tier 1 consulting or early startup particularly valued)
- Independently builds data models and turns complex operational problems into crisp recommendations
- Has built SOPs from scratch, run RCA when they broke, and closed the loop at root cause
- Comfortable moving between strategic framing and ground-level execution
- High ownership orientation accountable for outcomes, not just outputs

Strongly preferred:

- CX operations with a retention/revenue lens cohort tracking, post-purchase engagement flows, loyalty programme impact
- Hands-on procurement or vendor management with CMOs or RM/PM suppliers
- Shopify, Freshdesk/Zoho Desk, Shiprocket, Klaviyo, advanced Excel/Sheets; SQL or data viz a bonus

📌 Lead Supply Chain Operations & Customer Experience (Secunderabad)
🏢 Valarr.io
📍 Secunderabad