Head - Fulfillment Operations and Logistics (PSS08115)

Personnel Search Services Group; Mumbai; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Personnel Search Services Group is seeking a senior leader to own end-to-end service and logistics operations across India, with direct accountability for service delivery, logistics, repair networks, partner performance, capacity, cost and customer outcomes.

The role requires 15–18 years in service operations and experience coordinating pan-India, multi-city operations and thousands of daily transactions with multiple logistics partners.

Qualifications

• 15–18 years of experience in service operations, after-sales service, logistics, supply chain or fulfilment.
• At least 5 years of experience leading pan-India, multi-city operations.
• Experience managing thousands of daily transactions, orders, shipments or service movements through multiple logistics partners.
• Ownership of service-centre/repair networks and 3PL, hyperlocal, last-mile or reverse-logistics operations.

Responsibilities

• Own end-to-end service and logistics operations across India, with accountability for service delivery, logistics, repair networks and partner performance.
• Lead high-volume operations across regions and multiple partners, including 3PL, hyperlocal, last-mile and reverse-logistics.
• Create real-time visibility of load, capacity, ageing and SLA risks and allocate volumes accordingly.
• Build and govern service centres, independent repair partners and aggregators; ensure capacity and readiness.
• Develop capacity forecasts, expansion business cases and budgets; optimise routing and cost-to-serve.
• Collaborate with Product, Technology, Analytics and AI teams on automated allocation, live tracking and customer communication.

Skills

Service operations

Logistics

Pan-India management

Demand planning

Job description

About The Company

A technology-enabled consumer tech company on a robust growth path.

About The Company

A technology-enabled consumer tech company on a robust growth path.

Position Overview

The role will own end-to-end service and logistics operations across India, with direct accountability for service delivery, logistics, repair networks, partner performance, capacity, cost and customer outcomes.

Key Responsibilities

• Own the complete customer journey covering pickup, service-centre receipt, diagnosis, estimation, approval, repair, quality check, dispatch and final delivery.
• Lead high-volume operations across regions, cities and through multiple 3PL, hyperlocal, last-mile, courier, reverse-logistics and aggregator partners.
• Create real-time visibility of load, capacity, ageing and SLA risks and dynamically allocate volumes based on location, capacity, performance and cost.
• Own authorised service centres, independent repair partners, repair factories and aggregators, including identification, audit, onboarding and governance.
• Ensure adequate brand, category, technician, parts and repair capacity.
• Build a demand-led national network by mapping volumes against logistics availability, service-centre capability, technician capacity, parts readiness and unit economics
• Support new clients, categories and propositions through capacity forecasts, readiness plans and expansion business cases.
• Own budgets and optimise partner mix, routing and cost-to-serve.
• Partner with Product, Technology, Analytics and AI teams on automated allocation, live tracking, predictive breach alerts, demand/capacity forecasting, repair-estimate validation and customer communication.
• Build organisational capability in network planning, analytics, partner governance and technology-led operations

Required Experience & Qualifications

• 15–18 years of experience in service operations, after-sales service, logistics, supply chain or fulfilment.
• At least 5 years of experience leading pan-India, multi-city operations.
• Experience managing thousands of daily transactions, orders, shipments or service movements through multiple logistics partners.
• Demonstrated ownership of both service-centre/repair networks and 3PL, hyperlocal, last-mile or reverse-logistics operations.
• Strong understanding of high-volume operations, demand and capacity planning, partner governance, repair operations and cost-to-serve.

Why Consider this Opportunity?

• Opportunity to lead a large-scale, pan-India service and logistics operation
• Ownership of the complete service journey, from customer pickup through repair and final delivery.
• Opportunity to build and optimise an integrated ecosystem of service centres, repair partners, 3PLs, hyperlocal and reverse-logistics partners.
• Opportunity to expand service and logistics capabilities into Tier 3, Tier 4 and remote markets while supporting new clients, categories and propositions.