Head of Operations – D2C (Supply Chain, Fulfilment & Customer Experience)

Earthful.me; Hyderabad; Sur place; INR 4 000 000 - 7 000 000; Plein temps

Résumé du poste

Earthful.me is seeking a seasoned Operations leader to own and optimize the entire value chain—from procurement and contract manufacturing to 3PLs, warehousing, logistics, and customer support. You will build SOPs, implement an operating rhythm, and provide the founders with a single view of performance.

Candidate should bring 8–14 years in operations, D2C brand experience, and strong leadership with multi-channel fulfilment. Hyderabad-based or willing to relocate is required. MBA is a plus.

Qualifications

• 8 to 14 years in operations or supply chain, with ≥3 years in head/ senior manager role at a D2C or e-commerce brand
• Brand-side D2C or high-growth consumer brand experience; not a fit if only 3PL, courier, consulting, or software company
• Led a team of 15+ across multiple functions including warehousing, logistics, procurement, planning or customer support
• Managed 3PL warehouses and courier partners with SLAs, scorecards, penalties, and cost-to-serve targets
• Built SOPs and operating rhythm where processes weren’t documented; audited adherence
• Owned fulfilment and logistics cost against targets (cost per order, freight, RTO, inventory days)
• Ran multi-channel fulfilment (D2C + marketplaces / Q-commerce / B2B)
• Strong with numbers; owned an operations dashboard and can tell a story from data
• Based in Hyderabad, or willing to relocate to Hyderabad
• Nutraceuticals, FMCG wellness, food, or personal care with batch, expiry, FEFO, and FSSAI awareness
• Procurement and contract manufacturing experience
• Customer support operations experience, including AI chat agent
• Hands-on with ClickPost, WMS or OMS (Unicommerce / Vinculum), and a helpdesk
• Quick-commerce fulfilment and Amazon FBA/FBF operations
• MBA or equivalent is a plus, not required

Responsabilités

• Own the end-to-end operations: procurement, contract manufacturing, 3PLs, warehouses, logistics, and customer support
• Build and document SOPs for critical processes and implement an operating rhythm with daily huddles and monthly reviews
• Lead multi-team collaboration across Finance, Marketing, E-commerce, Growth, and Regulatory & Compliance
• Manage supply planning, production scheduling, inventory controls, and cost-to-serve optimization
• Oversee customer support operations and AI chat agent performance, with escalation protocols
• Establish KPIs and dashboards to give founders a reliable view of operations performance
• Hire and develop the operations team, with clear KRAs and quarterly reviews
• Negotiate and onboard vendors/contract manufacturers; maintain SLAs and scorecards
• Ensure compliance with regulatory requirements and quality standards

Connaissances

Leadership

D2C brand experience

Supply chain leadership

3PL & courier management

SOP development

Cost-to-serve optimization

Multi-channel fulfilment

Data-driven storytelling

Hyderabad relocation

Formation

MBA

Outils

ClickPost

Unicommerce

Vinculum

Helpdesk software

Description du poste

Earthful is a clean-label, plant-based nutrition brand for women's health, backed by Fireside Ventures and V3 Ventures. We sell through our own website, Amazon and Flipkart, quick commerce, and B2B customers, and every order depends on an operation that works. This role owns that operation end to end: planning, contract manufacturing, warehouses and 3PLs, logistics, and customer support. It is a build job. Our SOPs are only partly written and our systems are still taking shape, so we need someone who has done this before at a D2C brand and wants to do it again here.

Role Overview

You will run Earthful's operations as one connected system, from the raw material that goes into a product to the reply a customer gets when she writes to us. You will lead the people and partners involved (procurement and contract manufacturing, 3PL warehouses, courier partners, and the customer support floor), put clear owners and written SOPs behind every critical process, and give the founders one reliable view of how operations is performing. You will report to the founders, work daily with Finance, Marketing, the E-commerce and D2C growth teams, and Regulatory & Compliance, and hire and develop the team under you.

What You'll Own

Supply Chain Planning & Procurement

• Run the weekly demand plan with Marketing and turn it into a rolling plan for raw and packing material, with lead times, MOQs, and risks built in
• Plan production against a 60-day inventory norm, and balance stock-outs against over-buying across all channels
• Shorten the PO-to-GRN cycle, and reduce the cash tied up in raw material, including moving raw material buying to manufacturers where it makes sense
• Oversee production at our contract manufacturers: scheduling, batch readiness, finished-goods QC, and timely dispatch
• Identify, evaluate, and onboard new contract manufacturers and vendors, and negotiate cost reductions on the highest-COGS items
• Work with R&D, Quality, and Regulatory so every launch is production-ready on the date it is promised

Warehousing & Inventory

• Run our 3PL warehouses against written SLAs and a monthly scorecard: inbound receipt, pick-and-pack accuracy, dispatch time, inventory accuracy, and claims
• Keep inventory accurate through cycle counts, follow FEFO on every dispatch, and keep near-expiry stock visible and moving
• Own stock transfers between locations and the rules for allocating stock to each channel

Logistics & Last Mile

• Govern our courier partners on delivery time, RTO, failed-delivery handling, damage and loss, and cost per shipment, using ClickPost and partner dashboards
• Make sure D2C, marketplace, quick-commerce, and B2B orders each meet their own delivery promise: PO fill rate, on-time-in-full, and dispatch windows
• Raise repeating courier problems with evidence, and hold partners to the penalties in their contracts

Customer Support Operations

• Own the support operation: the floor, the shifts, the metrics (response time, resolution time, first-time resolution, CSAT, QA), and the quality of our AI chat agent
• Set the escalation protocol for sensitive cases such as product reactions, so Operations and R&D act the same shift
• Use support data to find and fix the operational causes of complaints: delays, wrong items, and damage

SOPs, Systems & Control

• Map every critical process, rank them by risk, and write, launch, and audit the SOPs, starting with the most important ten
• Run the operating rhythm: a daily huddle, a weekly ops review on a scorecard, and a monthly report to the founders
• Build one view of orders, inventory, service levels, and support, and choose and tighten the systems behind it (WMS or OMS, ClickPost, helpdesk)

Cost to Serve & Working Capital

• Know the true cost to serve each channel (warehouse, freight, packing, returns) and bring it down without hurting service
• Manage inventory value and days of cover, and report cost to serve to the founders every month

Team, Partners & Working With Other Functions

• Build and lead the operations team: hire managers where needed, give every direct report written KRAs, and name one owner for every area
• Hold quarterly reviews with each 3PL, courier, and contract manufacturer
• Agree clear service levels with Finance (dispatch documents and reconciliations), the E-commerce and D2C growth teams, Marketing, and Regulatory & Compliance

What We're Looking For

Required: all of these

• 8 to 14 years in operations or supply chain, including at least 3 years leading operations as head of function or senior manager at a D2C or e-commerce brand
• Brand-side background at a D2C, e-commerce, or high-growth consumer brand. Experience only at a 3PL, courier, consulting firm, or supply‑chain software company is not a fit for this role
• Has led a team of 15 or more across more than one function, including managers, such as warehousing and fulfilment, logistics, procurement and planning, or customer support
• Has managed 3PL warehouses and courier partners with SLAs, scorecards, penalties, and cost‑to‑serve targets
• Has built SOPs and an operating rhythm in a business where processes were not yet documented, and audited adherence
• Has owned fulfilment and logistics cost against targets, such as cost per order, freight, RTO, or inventory days
• Has run multi‑channel fulfilment: D2C plus at least one of marketplaces, quick commerce, or B2B
• Strong with numbers: has owned an operations dashboard and can tell a story from the data
• Based in Hyderabad, or willing to relocate and work in‑office from Hyderabad
• Nutraceuticals, FMCG wellness, food, or personal care, with batch, expiry, FEFO, and FSSAI awareness
• Procurement and contract manufacturing experience
• Customer support operations experience, including an AI chat agent
• Hands‑on with ClickPost, a WMS or OMS (such as Unicommerce or Vinculum), and a helpdesk
• Quick‑commerce fulfilment (PO fill rate, on‑shelf availability) and Amazon FBA or FBF operations
• An MBA or equivalent. This is a plus, not a requirement

This is not a role for someone whose experience is only at very large enterprises, or only at logistics providers. We are looking for a builder.