Operations Lead - (Last Mile & Customer Delight)

Elevation Capital 3; Bengaluru; On-site; INR 1,000,000 - 1,400,000; Full time

Job summary

Elevation Capital 3 portfolio company is seeking a highly motivated Operations Lead based in Bengaluru to own end-to-end shipping and last-mile delivery, while building a world-class customer support function. You will lead 12+ logistics and customer delight staff, negotiate with freight partners, and work cross-functionally with warehouse, product, and tech teams to resolve issues and improve CSAT.

You will guide cross-functional teams to ensure timely, cost-effective shipping and exceptional

Qualifications

• Led teams of 5–10 members in logistics or customer ops.
• Bachelor's degree from a top-tier engineering college.
• 6+ years in logistics, last-mile delivery, or customer operations at startups.

Responsibilities

• Build, coach, and guide 12+ member logistics ops and customer delight teams.
• Own end-to-end logistics planning from dispatch to last-mile delivery.
• Negotiate terms with freight and last-mile partners and monitor performance.
• Oversee customer support processes to enhance satisfaction and brand loyalty.
• Define and track CSAT and resolution metrics; drive continuous improvement.
• Collaborate with warehouse, product, and tech teams to resolve issues.
• Handle escalations and develop proactive communication for delays or returns.

Skills

Logistics leadership

Cross-functional collaboration

Vendor negotiation

Customer operations

Education

Bachelor's degree in engineering

Job description

This role is with one of our portfolio companies.

About the Role

We are looking for a highly motivated Operations Lead to join our team. In this role, you will be responsible for managing our outbound logistics operations and building a world-class customer support function. You will be pivotal in ensuring that our products reach customers seamlessly, and that every customer interaction reinforces the brand. You will own the end-to-end shipping and last-mile delivery process while also overseeing customer satisfaction and support operations. This role reports to the Founder and is based in Bengaluru with some travel required.

Responsibilities

• Build, coach, and guide a 12+ membered, 2-tiered, high-performance logistics ops and customer delight teams
• Own end-to-end logistics planning — from warehouse dispatch to last-mile delivery — ensuring timely and cost-effective shipping.
• Negotiate terms and prices with freight companies and last-mile delivery partners; monitor and assess their performance.
• Oversee customer support processes and organize them to enhance customer satisfaction and brand loyalty.
• Define and track key customer support metrics (CSAT, resolution time) and drive continuous improvement.
• Work cross-functionally with warehouse, product, and tech teams to resolve systemic issues impacting customers.
• Handle escalations and develop proactive communication frameworks for delays, returns, and order exceptions.

Requirements and Qualifications

• Must have prior experience in leading atleast 5-10 team membered teams
• Bachelor's degree from a top tier engineering college.
• 6+ years of experience in logistics, last-mile delivery, or customer operations roles with start-ups