Operations and Client Experience Lead
(Pune Site - Venture Center)
Purpose
Lead the day-to-day execution of operations, logistics, dispatch, and client experience at the Pune site.
This role ensures seamless coordination between manufacturing, packaging, and client servicing — from order initiation to final delivery — while maintaining compliance, efficiency, and high customer satisfaction
Key Responsibilities
1. Order and Dispatch Management
• Manage all order fulfilment activities, including packaging, shipment planning, and delivery tracking.
• Ensure all dispatches are approved by Quality Assurance (QA) and Quality Control (QC) before release.
• Maintain the central Dispatch Tracker and update live dashboards for management review.
• Oversee coordination with logistics vendors for pickup, transport, and proof-of-delivery documentation.
2. Supply Chain and Inter-Site Coordination
• Coordinate with the manufacturing site for stock transfer, replenishment, and production alignment.
• Maintain updated Stock and Procurement Sheets for transparent tracking between sites.
• Communicate with procurement and production teams to prevent bottlenecks and ensure availability of packaging materials and finished goods.
• Reconcile physical and digital stock weekly to ensure accuracy.
3. Client Experience and After-Sales Support
• Act as the primary contact for client communications, ensuring timely updates and professional support.
• Manage issue redressal, feedback collection, and customer satisfaction records.
• Track repeat issues and implement preventive measures to enhance service experience.
• Coordinate with vending clients for installations, demos, and after-sales servicing.
4. Pre- and Post-Sales Operations (Vending Machine Division)
• Manage client demos, onboarding, and pre-sales product briefings.
• Supervise post-sales support, including complaint resolution and performance follow-ups.
• Maintain vending operation logs and generate monthly service performance reports.
5. Operations Reporting and Documentation
• Prepare weekly and monthly Operations Dashboards summarizing:
• Order volume and dispatch timelines
• Logistics performance and issue closure rate
• Client satisfaction and repeat purchase trends
• Maintain audit-ready documentation for shipments, vendor invoices, and transport records.
• Work closely with compliance and quality teams to ensure all operations meet company standards.
6. Team Supervision and Delegation
• Supervise the Logistics Operator and delegate daily physical tasks such as pickups, deliveries, and vendor coordination.
• Ensure real-time updates in operations trackers and delivery records.
• Review the operator’s reports for accuracy and completion at day’s end.
Key Collaboration
Operations Head / CEO: Review order flow, client escalations, and weekly metrics
Quality Assurance Team: Dispatch readiness and hygiene compliance
Quality Control Team: Batch approval and documentation verification
Production and Procurement Teams: Material planning, transfer scheduling, and vendor coordination
Design and Packaging Team: Label and packaging readiness before dispatch
Logistics Operator: Ground-level execution, delivery confirmation, and record updates
Skills and Requirements
• 3+ years in operations, supply chain, or client servicing roles
• Strong planning and communication skills
• High accuracy in documentation and data handling
• Proficient in Google Sheets, Zoho Projects, and CRM tools
• Ability to manage multiple workflows and tight deadlines
Performance Indicators
• On-time delivery rate
• Client satisfaction index and complaint resolution time
• Dispatch accuracy and documentation compliance
• Efficiency in cross-site coordination and reporting turnaround
Reporting Structure
Reports to: Operations Head / CEO
Supervises: Logistics Operator
Location
Pune, India — coordination required with the Amravati site.
To Apply
Please fill out the application form here and ensure the subject line reads:
“Role: Operations and Client Experience Lead”
Please also attach a 1-minute video introducing yourself — share what excites you about Operations and Client Experience Lead and why you’re the right fit for this role.
