Operations Lead

Company Overview

As India's most loved sneaker brand, we are at the forefront of innovation and transformation in the market. We’re a well-funded, rapidly growing, omnichannel Direct-to-Consumer (D2C) brand with a passionate and innovative team.

Job Summary

We are looking for a highly motivated Operations Lead to join our team. In this role, you will be responsible for managing our outbound logistics operations and building a world-class customer support function. You will be pivotal in ensuring that our products reach customers seamlessly and that every customer interaction reinforces the brand. This position reports to Founder and is based in Bengaluru with some travel required.

Responsibilities

• Build, coach, and guide a 12+ membered, 2-tiered, high-performance logistics operations and customer delight teams.
• Own end-to-end logistics planning — from warehouse dispatch to last-mile delivery — ensuring timely and cost-effective shipping.
• Negotiate terms and prices with freight companies and last-mile delivery partners; monitor and assess their performance.
• Oversee customer support processes and organize them to enhance customer satisfaction and brand loyalty.
• Define and track key customer support metrics (Customer Satisfaction Score (CSAT), resolution time) and drive continuous improvement.
• Work cross-functionally with warehouse, product, and tech teams to resolve systemic issues impacting customers.
• Handle escalations and develop proactive communication frameworks for delays, returns, and order exceptions.

Qualifications

• Must have prior experience in leading at least 5-10 team membered teams.
• Bachelor's degree from a top-tier engineering college.
• 6+ years of experience in logistics, last-mile delivery, or customer operations roles with startups.

Experience

• Minimum of 6 years of relevant experience in logistics, customer operations, or related fields

Benefits

• Competitive salary and Employee Stock Ownership Plans (ESOPs).
• Fun and collaborative work environment.