Operations Lead - (Last Mile & Customer Delight)

This role is with one of our portfolio companies.

About the Role

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. You will own the end-to-end shipping and last-mile delivery process while also overseeing customer satisfaction and support operations. This role reports to the Founder and is based in Bengaluru with some travel required.

Responsibilities

•       Build, coach, and guide a 12+ membered, 2-tiered, high-performance logistics ops 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 (CSAT, resolution time) and drive continuous improvement.

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