City Operations Manager, Mumbai

About the job

We are Licious and we are a Bengaluru based meat and seafood company founded in 2015 by Abhay Hanjura and Vivek Gupta, our founders, foodies and friends. We pride ourselves on being India’s most successful D2C food-tech brand operating in 20 cities across the country delighting over 32 lac customers with our de-licious fresh meat and seafood!

Think you have what it takes to be the magic ingredient in the recipe that is Licious? Read on

…

What makes the role meaty?

Operational Leadership:

• Oversee day-to-day operations of multiple Last Mile Hubs in Mumbai, ensuring smooth and efficient order processing, fulfilment, and delivery.
• Develop and implement operational strategies to optimize performance, reduce costs, and improve service levels
• Monitor key performance indicators (KPIs) and take corrective actions to address any deviations

Team Management:

• Lead, mentor, and manage a large team of hub managers, delivery executives, and support staff
• Conduct regular performance reviews, provide feedback, and identify training needs
• Foster a positive and collaborative work environment that encourages teamwork and high performance

Customer Experience (CX) Focus:

• Ensure a customer-centric approach in all operational activities
• Analyze customer feedback and data to identify areas for improvement and implement changes to enhance CX
• Resolve customer escalations and issues promptly and effectively

SLA and Service Standard Adherence:

• Ensure strict adherence to Service Level Agreements (SLAs) and service standards
• Monitor delivery times, order accuracy, and other relevant metrics to ensure targets are met
• Develop and implement processes to improve SLA performance and service quality

Business Acumen:

• Understand and analyze business metrics, including costs, revenue, and profitability.
• Identify opportunities for cost optimization and efficiency improvements
• Stay updated with industry trends and best practices in e-commerce, D2C, Q-commerce, and food aggregators

Process Improvements:

• Identify and implement process improvements to streamline operations, reduce waste, and increase efficiency
• Utilize data analysis and problem-solving skills to identify bottlenecks and implement solutions

Stakeholder Management:

• Collaborate with other departments, including supply chain, technology, and customer support, to ensure seamless operations
• Build and maintain strong relationships with vendors, partners, and other stakeholders

We hope that you have....

• Bachelor’s degree in Business Administration, Operations Management, or a related field. MBA is preferred.
• Minimum of 5\+ years of experience in operations management, with a focus on last-mile delivery or e-commerce logistics
• Proven experience in leading and managing large teams
• Strong understanding of e-commerce, D2C, Q-commerce, and food aggregator business models.
• Strong customer orientation and understanding of CX principles
• Proficiency in using technology and data analysis tools.