Operations & Process Lead – D2C (Shopify)
Glasafe
5 - 10 years
Kolkata
Posted: 01/03/2026
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Job Description
We are a fast-growing D2C lifestyle brand selling glass bottles, tiffins, containers & drinkware across India. We are scaling and building strong backend systems to support growth.
Role Overview:
We are looking for an Operations & Process Lead to manage and optimize our backend operations including dispatch, COD confirmation, NDR handling, customer support coordination and process automation.
This is a hands-on role with ownership.
Key Responsibilities:
1. Operations Management
Ensure 95% same-day dispatch
Monitor courier allocation & performance
Reduce delivery delays
Track and reduce RTO %
2. Team Management
Manage dispatch, COD, NDR & support teams
Daily review meetings
Define clear KPIs per role
Monitor productivity
3. Process Building
Create SOPs
Identify bottlenecks
Improve workflows
Reduce manual work
4. Data & Reporting
Build daily & weekly dashboards
Track:
Dispatch TAT
RTO %
Tickets per 100 orders
Refund TAT
Share daily report with founder
5. Escalation Handling
Courier escalations
High-value customer complaints
Operational breakdown resolution
Requirements:
25 years experience in D2C / Ecommerce operations
Experience with Shopify
Experience with Shiprocket / courier aggregators
Strong Excel / Google Sheets skills
Process-oriented mindset
Leadership ability
KPIs (Performance Based):
Dispatch SLA %
RTO %
Customer complaint rate
Resolution TAT
Cost per shipment
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