Program Associate - Fulfilment

Neara; India; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Aramya is seeking a Program Associate (Subject Matter Expert) to own end-to-end courier performance and recoveries across its fulfilment network in Gurugram, India. The role focuses on meeting SLA/TAT targets, driving value recovery, and fixing service failures with courier partners and internal teams.

You will standardize the claims/recovery process, build scalable data-backed systems, and work cross-functionally with fulfilment, warehousing, billing, and analytics to support growth.

Qualifications

• 3+ years of experience in operations, supply chain, or program management (D2C / retail / fashion / e-commerce preferred).
• Bachelor’s/Master’s degree in Engineering, Business, or a related field from, with strong academic credentials
• Excellent skills in Excel/Google Sheets; working knowledge of SQL
• High ownership mindset, ability to work with ambiguity, and strong cross-team collaboration

Responsibilities

• Courier Performance Management: track SLA/TAT, RTO, and serviceability; root-cause fixes with couriers and internal teams.
• Recoveries: end-to-end recovery of value from lost, damaged, or fake-delivered shipments; manage CN/insurance recovery.
• Process & SOPs: build/refine SOPs for courier escalations, claims, and recovery tracking; automate detection and status tracking.
• Cross-Functional Collaboration: partner with fulfilment, warehousing, billing/CN, analytics; support Customer Success with courier-related queries

Skills

Cross-functional collaboration

Ownership mindset

Ambiguity handling

Education

Bachelor’s/Master’s degree in Engineering or Business

Tools

Excel

Google Sheets

SQL

Job description

Program Associate - Fulfilment

Job type: Full Time · Department: Fulfilment & Customer Experience · Work type: On-Site

Gurugram, Haryana, India

About Aramya Our vision is to build some of the world's most loved fashion and lifestyle brands and enable people to express themselves.

We're well funded, with $20M raised from marquee investors like Accel, Z47 and industry veterans.

Our first brand, Aramya, launched in 2024, achieved 40 Cr in revenue in its very first year, powered by a proprietary supply chain, in-house manufacturing, and data-led designing.

Today, we're operating at a 200 Cr ARR and scaling fast across D2C and retail stores.

Website: www.aramya.in Our Team: https://shorturl.at/l6uYJ

About the Role We are looking for a Program Associate (Subject Matter Expert) who will own end-to-end courier performance and recoveries across Aramya's fulfilment network. This role will focus on driving courier partners to meet SLA/TAT and serviceability targets, and recovering every rupee of value lost when they don't — lost shipments, damages, and claims. You will work cross-functionally to fix service failures at the root, standardize the claims/recovery process, and build scalable, data-backed systems that support Aramya's growth.

Key Responsibilities

• Courier Performance Management
  • Track and manage courier/zone-level SLA, TAT, RTO, and serviceability performance.
  • Root-cause service failures and drive fixes with courier partners and internal teams.
  • Own the escalation ladder (L1–L3) for courier-caused delays, damages, and breaches.
• Recoveries
  • Own end-to-end recovery of value lost to lost, damaged, or fake-delivered shipments.
  • Drive the claims lifecycle with couriers — filing, follow-up, and CN/insurance recovery.
• Process & SOPs
  • Build and refine SOPs for courier escalations, claims, and recovery tracking.
  • Automate claim detection and status tracking with tech/analytics support.
• Cross-Functional Collaboration
  • Partner with fulfilment, warehousing, billing/CN, and analytics teams on data and targets.
  • Work closely with the Customer Success team to resolve courier-related customer queries on time.
  • Represent Aramya in courier performance reviews with data-backed accountability.

Key Skills & Qualifications

• 3+ years of experience in operations, supply chain, or program management (D2C / retail / fashion / e-commerce preferred)
• Bachelor’s/Master’s degree in Engineering, Business, or a related field from, with strong academic credentials
• Excellent skills in Excel/Google Sheets; working knowledge of SQL
• High ownership mindset, ability to work with ambiguity, and strong cross-team collaboration