Senior Operations Manager, India

Job description

SENIOR OPS MANAGER, INDIA Reporting Manager: VP of Fulfilment Working Hours: Monday - Friday, 9:00am - 6:00pm IST Location: 100% on-site, Mumbai, India ABOUT THE ROLE We are looking for a highly proactive, data-driven, and people-first Senior Operations Manager to lead our India fulfilment operations. You will own end-to-end India fulfillment , collections, outbound shipments and export documentation. This role bridges hands-on execution with team leadership, process rigor, and data-led decision making, and requires strong operational judgment and the ability to thrive in a fast-evolving, high-growth startup environment. This is a senior, on-site leadership role with full accountability for people, performance, and culture within the India fulfillment team building on an established operation, developing a growing team, and driving measurable improvements in delivery and compliance performance. ABOUT US Nivoda is an extremely fast-growing B2B marketplace revolutionising the way the global diamond and jewellery industry operates. Our DNA centres on understanding our customers' needs and offering them a seamless experience. With a growing team based in major cities worldwide, including London, New York, Amsterdam, and Mumbai, Nivoda is the go-to marketplace for the global diamond and jewellery industry. WHAT YOU'LL DO OWN INDIA FULFILMENT, COLLECTIONS & SHIPMENT PERFORMANCE - 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 DRIVE CONTINUOUS IMPROVEMENT WITH DATA - 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 LEAD & DEVELOP THE TEAM - 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 CROSS-FUNCTIONAL & CROSS-HUB OWNERSHIP - 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) BASIC QUALIFICATIONS - 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 PREFERRED QUALIFICATIONS - 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