Operations & Process Lead – D2C (Shopify)

About Us:
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...