Nykaa - Senior Manager - Quick Commerce Operations

About Nykaa & NykaaNow: Nykaa is India's leading omnichannel beauty and lifestyle destination. NykaaNow is Nykaa's ultra-fast commerce initiative, delivering top-tier beauty, personal care products to customers within minutes. We are scaling rapidly across India, establishing a high-density network of dark stores, optimized supply chain routes, and hyper-local fulfillment operations to set the benchmark for quick commerce excellence in beauty. Role Overview: We are looking for a sharp, hyper-analytical, and execution-driven Senior Manager - Quick Commerce Operations to lead end-to-end ground operations across NykaaNow cities. In this role, you will be the central nerve center for day-to-day execution, dark store scale-up, and last-mile delivery efficiency. You will manage 3PL courier partnerships, optimize rider payout structures, mitigate real-time operational stress, and work directly with tech and leadership teams to scale our Q-commerce footprint while keeping Cost Per Order (CPO) low and customer NPS high. Key Responsibilities: 1. Daily On-Ground Operations & Live Mitigation: - Real-Time Oversight: Drive real-time, hour-by-hour operational oversight across all active NykaaNow cities and dark store networks. - Stress Mitigation: Monitor live delivery stress pockets and execute swift mitigation strategies (e.g., dynamic surge incentives, rider re-allocation, order throttling). - Graceful Degradation Protocols: Manage degradation protocols during high-stress periods (e.g., severe weather, unexpected surges) using dynamic levers like serviceability radius reduction, surge fees, or temporary store closures. - Uptime Optimization: Minimize store downtime and remove operational failure points to ensure maximum dark store uptime and continuous order processing. 2. 3PL & Last-Mile Delivery Partner Management: - Vendor Governance: Own the operational relationship, service level agreements (SLAs), and performance monitoring for all 3PL courier partners. - Partner Scaling: Onboard, negotiate, and scale new 3PL partners to support rapid city expansions and network density. - Issue Resolution: Partner with courier leadership to resolve real-time operational bottlenecks and establish escalation matrix mechanisms. 3. Rider Lifecycle, Retention & Commercial Design: - Payout Structures: Design, implement, and periodically revise rider payout structures, incentives, and commercial frameworks to balance delivery economics with competitive earnings. - Fleet Retention: Build programs to improve rider retention, decrease churn, and guarantee peak-hour rider availability across all operational zones. 4. Network Expansion & Dark Store Scaling: - Store Launch & Ramp-Up: Lead store network planning, location feasibility, dark store layout designs, and operational ramp-up schedules for new city launches and cluster expansions. - Fulfillment SOPs: Set up standard operating procedures (SOPs) for dark store inventory handshakes, dispatch lanes, and order handoffs to last-mile riders. 5. Process Optimization, Analytics & Cost Efficiency: - CPO & O2D Reduction: Conduct statistical analysis at store, city, and regional levels to drive continuous reduction in Cost Per Order (CPO) and Order-to-Delivery (O2D) times. - RCA & Quality Control: Perform root-cause analysis (RCA) on delivery breaches, Return to Origin (RTO), and Damage Delivery (DTO) in-transit failures. - Tech Automation: Collaborate closely with Tech, Product, and Data teams to automate operational workflows, build real-time monitoring dashboards, and deploy tech-led levers for hyper-local route optimization. 6. Leadership Governance & Business Reporting: - Executive Reviews: Lead weekly, monthly, quarterly, and Annual Operating Plan (AOP) business reviews with senior executive leadership. - Data-Backed Strategy: Define and track operational metrics, presenting data-backed strategic recommendations for network expansion, tech investments, and budget allocation. Key Performance Indicators (KPIs): Operational Category - Key Metrics & Objectives: 1. Speed & Serviceability: - O2D Improvement: Continuous reduction in end-to-end Order-to-Delivery time. - Coverage SLA: Expansion & strict adherence to 15, 30, and 45-minute delivery zones. 2. Delivery Success & Quality: - Breach & RTO Reduction: Minimizing delivery SLA breaches and RTO rates. - First-Attempt Success: Improving overall First-Attempt Delivery Success Rate. - 100% Closure: Achieving 100% order closure within 24 hours of the first attempt. - Damage Control: Minimizing DTO and inventory write-offs due to in-transit damage. 3. Rider & Store Efficiency: - Rider Availability & Retention: Maintaining optimal fleet density, rider shift planning and low rider churn. - Store Uptime: Maximizing dark store uptime and reducing store-level operational failures. 4. Customer Experience: - Delivery NPS: Driving market-leading NPS for NykaaNow. - Escalations: Drastic reduction in customer complaints and delivery-related tickets. Required Candidate Profile: - Experience: 8 - 10 years of total professional experience, with a minimum of 4 - 5 years specifically within Quick Commerce (Q-commerce), Hyperlocal Delivery, or Fast-Fulfillment E-commerce operations. - Network Scale: Proven track record of managing multi-city ground operations (preferably 20+ cities) and handling high-volume daily order throughput. - Partner Management: Hands-on experience in managing large-scale 3PL courier partners and designing rider payout/incentive models. - Analytical Prowess: Strong proficiency in SQL, Excel, and data visualization tools (Tableau, PowerBI, Looker) to perform store-level statistical analysis and cost optimization. - Tech-Driven Mindset: High comfort working with product and technology teams to build, test, and deploy operational features. - Education: Bachelor's degree in Engineering, Operations, Supply Chain, or related technical fields from a premier institute; and MBA is preferred. - Leadership & Crisis Management: Demonstrated ability to remain calm under pressure, execute real-time operational calls during live outages/stress.