Head of Operations: Confidential Couture

Location: Delhi (In office Full time with regular travel to Mumbai)

Employment: Permanent, with a 6-month probation and a formal review at month 5

Reports to: Founders

Role purpose

Keep day-to-day operations running smoothly across the Delhi and Mumbai teams, make sure processes are followed consistently, and give every team one clear point of escalation.

Key responsibilities

Cross-team performance

- Run the weekly cross-team review (sales, consignment, accounts, operations, tech, design, marketing) on shared metrics: margin, items consigned, upload time, returns and cancellations, and customer reviews.
- Send the Founder and Co-founder a short weekly report with the numbers, issues and actions.
- Maintain reports on automation initiatives and their progress.
- Compile the data for the quarterly team incentive scorecard.

Process and SOP compliance

- Ensure SOPs are followed in every team: consignment acceptance, pricing limits, dispatch, returns and accounting entries.
- Identify gaps and fix or escalate them. Update the SOPs where needed.

Escalation management

- Be the first point of escalation: review daily escalations and resolve them within the teams.
- Run a root-cause check on each escalation (why it happened or was missed) so it does not recur.





Inventory control

- Oversee inventory accuracy, including counts, usage and system gaps. Run regular reconciliations and follow up on discrepancies.

Spa unit and team productivity

- Manage the spa unit, track employee productivity and efficiency, and maintain quality standards.
- Uphold discipline and professional conduct across teams, escalating serious cases to the founders.

Authority

- Approve expenses and exceptions up to a limit set by the founders.
- Call meetings and request updates from any team.
- Hiring, firing, pricing policy and incentive plan changes remain with the founders. The role gives recommendations on these.

Requirements

- 3+ years of experience in operations or general management in e-commerce, retail or luxury.
- Proven experience managing multi-city teams with strong process discipline.
- Comfortable with dashboards and tools such as Zoho and Excel.
- Calm, fair and skilled at mediating between teams.
- A clear communicator who works well with both senior specialists and young, fast-moving teams.

Job Type: Full-time Pay: ₹50,000.00 per month

Experience

- Operations management: 1 year (Required)

Work Location: In person

📌 Head of Operations (Delhi)
🏢 Reen and Raiya
📍 Delhi