Operations Head

Job Summary

Experience in Furniture/furnishing is a Plus.

The Head of Operations is a senior leadership role responsible for overseeing and optimizing all operational facets of the furniture mall, from point-of-sale and supply chain logistics to facilities management and customer service delivery. This role is critical in ensuring operational efficiency, profitability, exceptional customer experience, and alignment with the company's strategic goals. The Operations Head will lead and mentor a diverse team across multiple operational departments.

Key Responsibilities

1. Operational Strategy and Efficiency

• Develop, implement, and manage all Standard Operating Procedures (SOPs) for retail floor operations, warehouse management, delivery, and installation services.
• Analyze operational data, KPIs (e.g., order fulfillment time, delivery accuracy, inventory turnover, cost per delivery), and customer feedback to identify areas for continuous improvement.
• Lead initiatives to streamline workflows, reduce operational costs, and maximize overall productivity and profitability.

2. Supply Chain, Logistics, and Inventory Management

• Oversee end-to-end supply chain operations, including procurement support, vendor/supplier relationship management, and contract negotiation for logistics services.
• Manage the furniture mall's central warehouse/distribution center, ensuring optimal layout, inventory accuracy, and efficient product flow.
• Direct the delivery and installation teams, focusing on on-time delivery, damage reduction, and high customer satisfaction rates.
• Implement and manage effective inventory control systems and loss prevention strategies.

3. Retail and Customer Experience Management

• Collaborate with the Retail/Sales Manager to ensure the showroom floor is maintained to the highest standards of visual merchandising and functionality.
• Establish and monitor excellent customer service standards across all touchpoints (sales, order processing, delivery, and post-sale support).
• Oversee the customer service/support department, ensuring timely and effective resolution of all customer complaints, especially those related to orders, delivery, and product issues.

4. Team Leadership and Management

• Lead, mentor, and manage direct reports, including Warehouse Manager, Logistics Manager, and Customer Service Manager.
• Develop and execute staffing plans, manage recruitment, training, and performance evaluation for the operations team.
• Foster a culture of safety, accountability, high performance, and continuous professional development within the department.

5. Financial and Compliance Management

• Develop, manage, and adhere to the annual operational budget, focusing on cost control and resource allocation.
• Ensure full compliance with all local, state, and federal health, safety, and operational regulations, especially those pertaining to a large retail and warehousing facility.
• Oversee facilities maintenance and security for the entire mall property.

Qualifications

Education:

• Bachelor's degree in Business Administration, Operations Management, Supply Chain Management, or a related field. An MBA or advanced degree is a plus.

Experience:

• [8-10]+ years of progressive experience in operations management, with at least [3-5] years in a senior leadership role, preferably in a large-scale retail, furniture, or home goods environment.
• Proven track record in managing complex logistics, warehousing, and delivery operations for large or bulky items.

Required Skills and Competencies

• Exceptional Leadership: Ability to lead, motivate, and manage diverse teams to achieve operational excellence.
• Strategic & Analytical Thinking: Strong ability to analyze data (KPIs, financial reports) to make informed, strategic business decisions.
• Process Improvement: Expertise in developing and implementing operational procedures that drive efficiency and cost savings.
• Supply Chain Acumen: Deep knowledge of inventory management, logistics, and vendor management best practices.
• Customer-Centric Focus: A strong commitment to delivering a consistently outstanding customer experience.
• Communication: Excellent verbal and written communication skills for engaging with staff, senior management, and external partners.
• Technical Proficiency: Familiarity with modern ERP, POS, WMS (Warehouse Management System), and CRM software.

Job Type: Full-time

Pay: ₹1,200,000.00 - ₹1,500,000.00 per year

Work Location: In person