Job Description

Senior Manager - Operations (Instamart)

Under Mandate 3, Employees are expected to work from the office on all days out of their respective base locations.

Assure Streamlined Operations 24/7 across Hyper local zones :

- Eye on end to end operations through continuous monitoring - This is predominantly done for D-1, W-1 periods, but the team should also be aware of the daily happenings

- Drive reviews on major P0 Functional metrics - This would be daily, weekly and monthly reviews

- Have the complete grip on the hyperlocal reasons for performance deterioration of P0 functional metrics by collecting the ground teams feedback and planning teams feedback

- Program manage with the cross functional focus groups to proactively resolve major issues

- Anchor event readiness across ops, tech/product, Planning and Cx functions

- Identify design Gaps, patterns & get it corrected through end to end execution

- Ensure accelerated service recovery in case of disruptions due to ops, tech, external reasons

- Own and improve playbooks for service recovery and BAU operations

Data analytics & Insights:

- Hyperlocal (zone/slot/hour) level deep diving of available input and output metrics to understand the reasons for performance. This has to be done daily and weekly

- Engage the business to understand critical data requirements, and develop data capability by sourcing, modeling & visualizing operational data for insights & strategic programs

- Building an ongoing decision support system with real time insights to make the supply chain more effective and efficient

- Drive Bad order, GD, Serviceability improvement charter for all service lines

- Work closely with central CX team and design team to pilot, build & scale improvement projects

- Catch outliers in the daily operations

Desired skills:

- Post Graduate with 4-6 years experience .

- Prior experience in process design and operations implementation (preferably in logistics/supply chain management)

- Strong operational, analytical and numerical skills; Ability to use data effectively for devising operations strategy

- Strong time management skills and the ability to prioritize in order to meet daily, weekly, and long-term requirements and goals

- Must have ability to multi-task, manage multiple hubs and establish priorities

- Good leadership skills (Experience in managing blue-collared employees is a big plus)

- Passion to deliver a positive customer experience; Ability to maintain composure in difficult situations; Good communication skills

- Attention to detail and ability to critically think through and resolve problems

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