Operations Manager - Manager/Sr. Manager - Supply Chain and Logistics

About Us: Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology. Role Summary We are looking for an Operations Manager / Sr. Manager to own end-to-end logistics operations for our supply chain network. You will be responsible for O2S and S2D performance, cost optimization, SLA adherence, and team leadership across hubs and last-mile. Key Responsibilities 1. End-to-End Operations Management - Own O2S `Origin to Sorting` and S2D `Sorting to Delivery` metrics for assigned region/zone - Ensure 99%+ on-time pickup, linehaul movement, and last-mile delivery TAT - Manage 5-10 sorting hubs and 50+ delivery hubs with 500+ delivery partners 2. Cost & Efficiency - Drive cost per shipment down while maintaining quality and SLA - Optimize routing, hub utilization, and manpower planning - Lead initiatives for RTO reduction, damage control, and first-attempt delivery rate 3. Team Leadership - Manage a team of Area Managers, Hub In-charges, and Ops Executives - Hire, train, and build high-performing ops teams - Conduct daily/weekly business reviews with all stakeholders 4. Stakeholder & Vendor Management - Work with 3PL partners, courier vendors, and transporters - Coordinate with Product, Tech, Finance, and Customer Support teams - Handle escalations from merchants and customers 5. Data & Process Improvement - Use dashboards to track KPIs: O2S TAT, S2D TAT, Cost, NPS, RTO% - Implement SOPs, automation, and process improvements - Drive tech adoption for real-time tracking and visibility Required Skills & Qualifications - Education: MBA / B.Tech in Operations, Supply Chain, or related field - Experience: 5-9 years in E-commerce logistics, 3PL, or Supply Chain. 2+ years in people management - Domain Knowledge: Strong understanding of O2S, S2D, Linehaul, Last-mile, WMS, TMS - Skills: Data-driven mindset, Excel/SQL/BI tools, Vendor negotiation, P&L ownership - Leadership: Proven experience managing large teams and high-pressure ops environment - Location: Must be open to travel across North India hubs Preferred Experience E-commerce / Q-commerce / 3PL background preferred Candidates from Amazon, Flipkart, Myntra, Meesho, Blinkit, Zepto, Delhivery, Xpressbees, Ecom Express will be given preference Experience in handling high-volume peak operations like Big Billion Days, Sale events Exposure to D2C brands, Marketplace fulfillment, and Hyperlocal delivery is a plus