Job Description

Designation: Assistant Manager - Operations

Role: D2C & Fulfillment Operations 
Location: Mumbai - Andheri East 

About the Role

We are looking for an execution-oriented Assistant Manager to drive our day-to-day D2C and fulfillment operations. This role sits at the heart of our order fulfillment function and is responsible for ensuring every customer order is processed accurately, packed to brand standards, and dispatched within committed timelines. The role requires strong operational discipline, ownership on the floor, data-driven decision making, and the ability to coordinate across Production, Planning, Inventory, Logistics, Customer Experience, Sales, and Warehouse teams.

Key Responsibilities

Order Fulfillment Operations

• Lead daily D2C, marketplace, and gifting order fulfillment operations.

• Ensure orders are picked, packed, and dispatched within defined SLAs.

• Monitor fulfillment queues throughout the day and proactively resolve bottlenecks.

• Balance manpower across picking, packing, QC, dispatch, and replenishment activities.

• Ensure order accuracy and minimize packing or dispatch errors.

Warehouse Operations

• Manage inbound receipt, storage, replenishment, and outbound movement of finished goods.

• Maintain inventory accuracy through cycle counts and physical audits.

• Ensure FEFO compliance wherever applicable.

• Investigate stock variances and drive corrective actions.

• Maintain warehouse organization and storage discipline.

Dispatch & Logistics Coordination

• Coordinate with internal logistics teams and external transport partners.

• Ensure timely shipment handovers and documentation.

• Track dispatch completion and escalate delays.

• Monitor returns and reverse logistics.

Systems & Inventory Control

• Execute transactions accurately in ERP and OMS systems.

• Monitor inventory movements and stock availability.

• Support reconciliation of inventory across physical and system stock.

• Ensure accurate order status updates and inventory records.

Process Excellence

• Drive adherence to SOPs across fulfillment operations.

• Identify opportunities to improve productivity, quality, and turnaround times.

• Support implementation of new operational processes and technology.

• Participate in peak season planning and execution.

Team Management

• Lead and supervise fulfillment associates and team leads.

• Allocate daily work and monitor productivity.

• Coach team members on SOP compliance and quality standards.

• Build accountability and operational discipline within the team.

Cross-functional Coordination

• Work closely with Production for order readiness.

• Coordinate with Planning for inventory availability.

• Partner with Customer Experience on order escalations.

• Support Sales and Corporate Gifting teams during high-volume campaigns.

Key Metrics

• Order dispatch SLA

• Order accuracy

• Inventory accuracy

• Picking and packing productivity

• Dispatch turnaround time

• Customer complaints related to fulfillment

• Returns due to operational errors

• Warehouse audit scores

• Team productivity

• SOP compliance

Ideal Candidate

Experience

• 4-7 years in warehouse, fulfillment, ecommerce, logistics, or supply chain operations.

• Experience handling high daily order volumes.

• Prior exposure to D2C or ecommerce fulfillment preferred.

• Experience managing warehouse teams.

Technical Skills

• ERP/WMS/OMS experience

• Inventory management

• Advanced Excel/Google Sheets and MIS reporting

• Cycle counts and stock audits

• SLA management

• Warehouse process understanding

Behavioral Competencies

• Strong ownership and execution mindset

• High attention to detail

• Calm under operational pressure

• Good planning and prioritization

• Strong coordination and communication skills

• Hands-on leadership style

• Problem-solving ability

• Data-driven decision making

Preferred Background

Candidates from ecommerce, retail, food & beverage, Q-commerce, FMCG, or consumer brands with experience in fulfillment, warehouse operations, or distribution will be preferred. Examples include Blinkit, Zepto, Swiggy Instamart, BigBasket, Amazon, Flipkart, Reliance Retail, Jubilant FoodWorks, Third Wave Coffee, Blue Tokai, or similar operations.

What Success Looks Like in the First 6 Months

• Runs daily fulfillment independently with minimal supervision.

• Consistently achieves dispatch SLAs and order accuracy targets.

• Maintains strong inventory accuracy and warehouse discipline.

• Builds a reliable, accountable floor team.

• Uses operational data to identify issues before they impact customers.

• Becomes the first point of ownership for daily fulfillment execution.