Role Overview

You will be responsible for managing (CLMs & ACLMs) and driving key business metrics across utilization, service quality, and supply readiness. You'll play a critical role in launching new neighbourhoods (hoods”), optimizing performance, and building a culture of accountability and agility within your teams.

Role & responsibilities

1. Cluster Operations Leadership

- Lead and manage a team of (CLM’s & ACLM’s) 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, analyse 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 solid 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 (CLM’s & 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

Preferred candidate profile

- 6–10 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 fast-paced, dynamic environments

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