Operations Lead - (Last Mile & Customer Delight)

Elevation Capital; Bengaluru; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Elevation Capital portfolio company is seeking an Operations Lead in Bengaluru to own outbound logistics and build a world-class customer support function.

You will manage end-to-end shipping and last‑mile delivery while overseeing customer satisfaction and support operations. The role reports to the Founder and involves travel.

Qualifications

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

Responsibilities

• Build and coach a 12+ member logistics and customer delight team.
• Own end-to-end logistics planning from warehouse to last-mile delivery.
• Negotiate terms and prices with freight and delivery partners; monitor performance.
• Oversee customer support processes to boost satisfaction and brand loyalty.
• Define and track CSAT and resolution time, driving improvements.
• Cross-functionally resolve issues with warehouse, product, and tech teams.
• Handle escalations with proactive communications for delays and returns.

Skills

Leadership

Logistics ops

Team management

Vendor negotiation

Education

Bachelor's degree from top-tier engineering college

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