Location: Hyderabad (in-office)

Function: Operations

Reports to: Founders

Earthful is a clean-label, plant-based nutrition brand for women's health, backed by Fireside Ventures and V3 Ventures. We sell through our own website, Amazon and Flipkart, quick commerce, and B2B customers, and every order depends on an operation that works.

This role owns that operation end to end: demand planning and inventory, contract manufacturing, warehouses and 3PLs, logistics, and customer support. It is a build job. Our SOPs are only partly written and our systems are still taking shape, so we need someone who has done this before at a D2C startup like ours and wants to do it again here.

Role Overview

You will run Earthful's operations as one connected system, from the raw material that goes into a product to the reply a customer gets when she writes to us. You will plan demand and inventory, lead the people and partners involved (procurement and contract manufacturing, 3PL warehouses, courier partners, and the customer support floor), put clear owners and written SOPs behind every critical process, and give the founders one reliable, number-led view of how operations is performing. You will report to the founders, work daily with Finance, Marketing, the E-commerce and D2C growth teams, and Regulatory & Compliance, and hire and develop the team under you.

What You'll Own

Demand Planning & Inventory

- Own the demand forecast by SKU and channel (website, marketplaces, quick commerce, B2B) and the weekly planning cycle with Marketing, E-commerce, and D2C growth
- Track forecast accuracy by SKU and improve it every month. Set safety stock, reorder points, and stock targets
- Keep inventory within the 60-day norm, with no stock-outs on top SKUs and no expiry write-offs. Follow FEFO on every dispatch
- Decide how stock is allocated across channels and locations, and run stock transfers

Procurement & Contract Manufacturing

- Turn the demand plan into a rolling plan for raw and packing material, with lead times, MOQs, and risks built in, and plan production against it
- Oversee production at our contract manufacturers: scheduling, batch readiness, finished-goods QC, and timely dispatch
- Identify, evaluate, and onboard contract manufacturers and vendors, and negotiate cost reductions on the highest-COGS items
- Shorten the PO-to-GRN cycle, and reduce the cash tied up in raw material
- Work with R&D;, Quality, and Regulatory so every launch is production-ready on the date it is promised





Warehousing & 3PL

- Run our 3PL warehouses against written SLAs and a monthly scorecard: inbound receipt, pick-and-pack accuracy, dispatch time, inventory accuracy, and claims
- Keep inventory accurate through cycle counts, and keep near-expiry stock visible and moving
- Hold 3PL partners to the penalties in their contracts, and review each partner every quarter

Logistics & Last Mile

- Govern our courier partners on delivery time, RTO, failed-delivery handling, damage and loss, and cost per shipment, using ClickPost and partner dashboards
- Make sure D2C, marketplace, quick-commerce, and B2B orders each meet their own delivery promise: PO fill rate, on-time-in-full, and dispatch windows
- Raise repeating courier problems with evidence, and track them to closure

Customer Support Operations

- Own the support operation: the floor, the shifts, the metrics (response time, resolution time, first-time resolution, CSAT, QA), and the quality of our AI chat agent
- Set the escalation protocol for sensitive cases such as product reactions, so Operations and R&D; act the same shift
- Use support data to find and fix the operational causes of complaints: delays, wrong items, and damage

SOPs, Systems & Analytics

- Map every critical process, rank them by risk, and write, launch, and audit the SOPs, starting with the most important ten
- Build and own the operations dashboard: forecast accuracy, inventory days, fill rate, RTO, cost per order, and support metrics, reviewed weekly with the founders
- Run the operating rhythm: a daily huddle, a weekly ops review on a scorecard, and a monthly report to the founders
- Choose and tighten the systems behind it (WMS or OMS, ClickPost, helpdesk)

Cost to Serve & Working Capital

- Know the true cost to serve each channel (warehouse, freight, packing, returns) and bring it down without hurting service
- Manage inventory value and days of cover, and report cost to serve to the founders every month

Team, Partners & Working With Other Functions

- Build and lead the operations team: hire managers where needed, give every direct report written KRAs,



and name one owner for every area
- Hold quarterly reviews with each 3PL, courier, and contract manufacturer
- Agree clear service levels with Finance (dispatch documents and reconciliations), the E-commerce and D2C growth teams, Marketing, and Regulatory & Compliance.

What We're Looking For

Required: all of these

- 10 to 15 years in operations or supply chain, including at least 4 years leading operations as head of function or senior manager at a D2C or e-commerce startup or scale-up
- Has worked at a D2C or e-commerce startup or scale-up, ideally a venture-backed brand like Earthful. Experience only at a 3PL, courier, consulting firm, supply-chain software company, or very large enterprise is not a fit
- Has run 3PL warehouses and courier partners directly, with SLAs, scorecards, penalties, and cost-to-serve targets
- Has owned demand planning and inventory management: forecasting by SKU, reorder planning, inventory days, stock-outs, and forecast accuracy
- Has led customer support operations, or had a support team report into them, with metrics such as response time, resolution time, and CSAT
- Strongly analytical: has built forecasts and an operations dashboard, is fluent in Excel or Sheets and a BI or SQL tool, and can show numbers they improved, with before and after
- Has led a team of 15 or more across more than one function, including managers
- Has built SOPs and an operating rhythm in a business where processes were not yet documented, and audited adherence
- Has owned fulfilment and logistics cost against targets, such as cost per order, freight, RTO, or inventory days, and run multi-channel fulfilment (D2C plus marketplaces, quick commerce, or B2B)
- Based in Hyderabad, or willing to relocate and work in-office from Hyderabad.

Solid plus

- Nutraceuticals, FMCG wellness, food, or personal care, with batch, expiry, FEFO, and FSSAI awareness
- Procurement and contract manufacturing experience
- Hands-on with ClickPost, a WMS or OMS (such as Unicommerce or Vinculum), and a helpdesk
- Quick-commerce fulfilment (PO fill rate, on-shelf availability) and Amazon FBA or FBF operations
- Experience with an AI chat agent in support
- An MBA or equivalent. This is a plus, not a requirement

This is not a role for junior or mid-level managers, or for experience only at very large enterprises or logistics providers. We are looking for a builder who has already done this at a D2C startup.

📌 Head of Operations –C (Supply Chain, Fulfilment & Customer Experience) (Hyderabad)
🏢 Earthful.me
📍 Hyderabad