City Operations Manager, Bangalore

About the jobWe are Licious and we are a Bengaluru based meat and seafood company founded in 2015 by Abhay Hanjura and Vivek Gupta, our founders, foodies and friends. We pride ourselves on being India’s most successful D2C food-tech brand operating in 20 cities across the country delighting over 32 lac customers with our de-licious fresh meat and seafood!Think you have what it takes to be the magic ingredient in the recipe that is Licious? Read on…What makes the role meaty?Operational Leadership:Oversee day-to-day operations of multiple Last Mile Hubs in Bangalore, ensuring smooth and efficient order processing, fulfillment, and delivery.Develop and implement operational strategies to optimize performance, reduce costs, and improve service levels.Monitor key performance indicators (KPIs) and take corrective actions to address any deviations.Team Management:Lead, mentor, and manage a large team of hub managers, delivery executives, and support staff.Conduct regular performance reviews, provide feedback, and identify training needs.Foster a positive and collaborative work environment that encourages teamwork and high performance.Customer Experience (CX) Focus:Ensure a customer-centric approach in all operational activities.Analyze customer feedback and data to identify areas for improvement and implement changes to enhance CX.Resolve customer escalations and issues promptly and effectively.SLA and Service Standard Adherence:Ensure strict adherence to Service Level Agreements (SLAs) and service standards.Monitor delivery times, order accuracy, and other relevant metrics to ensure targets are met.Develop and implement processes to improve SLA performance and service quality.Business Acumen:Understand and analyze business metrics, including costs, revenue, and profitability.Identify opportunities for cost optimization and efficiency improvements.Stay updated with industry trends and best practices in e-commerce, D2C, Q-commerce, and food aggregators.Process Improvement:Identify and implement process improvements to streamline operations, reduce waste, and increase efficiency.Utilize data analysis and problem-solving skills to identify bottlenecks and implement solutions.Stakeholder Management:Collaborate with other departments, including supply chain, technology, and customer support, to ensure seamless operations.Build and maintain strong relationships with vendors, partners, and other stakeholdersWe hope that you.. Bachelor’s degree in Business Administration, Operations Management, or a related field. MBA is preferred.Minimum of 3+ years of experience in operations management, with a focus on last-mile delivery or e-commerce logistics.Proven experience in leading and managing large teams.Strong understanding of e-commerce, D2C, Q-commerce, and food aggregator business models.Strong customer orientation and understanding of CX principles.Proficiency in using technology and data analysis tools.