Manager, Operations COE, West Zone

Role Summary

This position is focused on strengthening operational performance across stores in the West Zone. The role ensures robust governance, audit preparedness, process consistency, and the smooth execution of strategic initiatives. It works closely with Store Operations, Projects, IT, Supply Chain, HR, and business stakeholders to keep stores launch-ready, customer-focused, omni-channel capable, and aligned with standard operating procedures while supporting profitable day-to-day operations.

Core Accountabilities

The role covers new store launch readiness, audit management, project rollouts, omni-channel execution, compliance tracking, customer experience improvement, and people capability building across the zone.

New Store Opening Readiness

• Take ownership of operational preparedness for new store openings, making sure SOPs, statutory obligations, and inventory controls are fully in place.
• Work in close coordination with Projects, VM, IT, Supply Chain, Finance, and Store Operations to enable a smooth and coordinated launch.
• Review NSO checklists, verify merchandising and inventory accuracy, and support an error-free opening process.
• Identify issues found during pre-opening audits and ensure corrective actions are closed on time.

Audits, Safety, and Store Standards

• Ensure complete compliance with store SOPs, legal requirements, safety norms, and operating procedures.
• Carry out periodic audits and readiness checks covering cashiering, commercial processes, stock handling, backroom discipline, visual merchandising, and customer service standards.
• Prepare corrective action plans for audit observations and track their closure across the zone.
• Build a stronger compliance mindset through refresher sessions and consistent reinforcement of SOP discipline.

Special Projects

• Drive rollout of RFID-based inventory processes and Express Checkout initiatives across the zone.
• Promote correct tool usage, tagging accuracy, scanning discipline, and resolution of exceptions.
• Support implementation teams by sharing field observations, tracking pilot performance, and ensuring timelines are met.

Omni Operations, MRTO, and Customer Complaints

• Improve omni-channel execution across stores by ensuring readiness for pickups, deliveries, order fulfilment, and inventory accuracy.
• Track MRTO performance, identify delays or bottlenecks, and partner with stores to reduce turnaround time.
• Work with Customer Service teams to analyse complaint patterns and drive process fixes and service recovery actions.

Aurify Compliance Tracking

• Ensure stores complete all Aurify platform requirements, including timely submissions, validations, and dashboard updates.
• Monitor store compliance indicators and push adherence through regular follow-ups, review meetings, and escalation handling.
• Support store teams in closing gaps and improving compliance and audit scores.

Data Sufficiency: MH and GC

• Maintain data completeness and accuracy for Mystery Shopping (MH) and Guest Connect (GC) metrics.
• Track scores at store, cluster, and zone levels, and work with teams to close gaps in service behaviour and customer experience.
• Support initiatives aimed at improving NPS, service excellence, and in-store experience outcomes.

Awaaz Query Ownership

• Act as the zonal single point of contact for all Awaaz platform queries and grievances.
• Follow up with stores, HR, and other stakeholders to ensure tickets are resolved within expected timelines.
• Track escalations and ensure closure within defined SLAs.

EOSS Readiness

• Lead operational preparedness for End of Season Sale across the zone.
• Coordinate with Retail Ops, Merchandising, VM, and Supply Chain for smooth execution.
• Track readiness elements such as manpower planning, stock movement, signage, ticketing, customer service counters, and queue management.
• Run daily EOSS reviews and push corrective actions to keep store operations stable during peak periods.

People Management

• Build store-level operational capability through coaching, on-ground reviews, and disciplined governance.
• Identify training needs and strengthen frontline capability in SOPs, cashiering, inventory handling, omni workflows, and customer service.
• Ensure stores have adequate bench strength and succession preparedness.
• Promote accountability, discipline, and high-performance behaviour across teams.
• Plan and deliver operations training for Store Managers, Department Managers, and store teams.
• Conduct refresher sessions on safety, SOPs, shrinkage control, customer service, RFID usage, Express Checkout, and omni workflows.
• Partner with HR and L&D to support capability-building and ongoing skill development.

Additional Information

This is a full-time, on-site role based in Maharashtra, India. The assignment is focused on operational excellence across the West Zone and requires close coordination with multiple internal functions and store teams.