Operation Excellence Manager – Grocery & Marketplace

About the role

Every order tells a story—from acceptance to delivery and possible return. As an Operation Excellence Manager for the Grocery & Marketplace vertical, you will define how we measure and improve that story at platform scale.

Key responsibilities

• Architect a governance metric system covering the full order lifecycle, defining core order‑tracked and non‑order‑tracked metrics.
• Own strategy for critical scenarios such as large orders, picking, checkout, reverse logistics, out‑of‑stock and abnormal arrival‑time cases.
• Interpret complex data, identify root causes, and deliver actionable recommendations for product, tech and operations teams.
• Drive cross‑functional teams to implement repeatable governance mechanisms rather than one‑off fixes.

Required profile

• Bachelor’s degree or higher.
• 5‑7 years of operations excellence experience in e‑commerce, instant retail (Q‑commerce) or food‑delivery platforms.
• Deep familiarity with end‑to‑end order operations and the ability to pinpoint where the order chain breaks.
• Proven track record building metric frameworks from scratch, including OOS rate, cancellation rate, picker fraud and service disputes.
• Strong analytical and problem‑solving skills to turn data into strategy.

Required skills