Senior Operations Manager, India

Take full ownership of India fulfilment operational KPIs: collections turnaround, shipment accuracy, export documentation, and on-time delivery

Own the India shipping and collections teams end-to-end, including day-to-day execution and escalations

Ensure India export processes customs documentation, duty drawback support, and carrier compliance are executed correctly and on time

Manage relationships with carriers, customs agents, and logistics partners in India to optimise cost, speed, and reliability

Own weekly and monthly operational metrics (collections, delivery times, shipment accuracy, export turnaround) and use them to drive decisions

Write and run SQL queries to investigate root causes, monitor performance, and build reporting the team can act on

Identify bottlenecks in collections, shipping, and export workflows and implement measurable process improvements

Design and maintain SOPs to support operational complexity and growth in the India hub

Own people, performance, and culture for the India fulfilment team, including direct reports and their teams

Run regular team check-ins and performance reviews; build a bench and succession plan for key roles

Cultivate a culture of accountability, precision, and growth in a fast-moving startup environment

Act as the primary interface between India fulfilment, other regional hub leads, central fulfilment lead and global stakeholders

Represent India fulfilment performance in weekly/monthly business reviews (WBRs)

8+ years in operations, fulfilment, logistics, or export/trade operations

5+ years managing or leading teams, including managing managers

Proficiency in SQL and Excel/Sheets, with a proven ability to write queries and translate data into insights that drive decisions

Ability to investigate problems, identify root causes, and implement data-driven solutions

Experience working in a fast-growing startup environment where processes and priorities change continuously

Clear, effective communicator and highly organised leader

Experience within the diamond, gemstone, or luxury goods / jewelry industry

Experience using BI/dashboard tools (e.g. Tableau, ThoughtSpot) and AI tools as part of day-to-day workflow