Deputy General Manager - Control Tower

About PalmonasPalmonas is one of India's fastest-growing demi-fine jewellery D2C brands, founded in 2022 by Amol Patwari and Pallavi Mohadikar, with actor Shraddha Kapoor as co-founder. Known for its 18k gold vermeil, tarnish-proof, hypoallergenic jewellery, Palmonas has delivered over 6.5 lakh orders and raised ₹55 crore in Series A funding led by Vertex Ventures SEAI. The brand is now scaling aggressively — targeting 100+ new offline stores over the next year alongside continued e-commerce growth and international expansion. As order volumes, SKU complexity, and channels (online, quick-commerce, offline retail) multiply, Palmonas is building a Control Tower function to give leadership real-time, data-driven visibility and control over the end-to-end order-to-delivery lifecycle.Role SummaryThe Head / Deputy General Manager – Control Tower will own the design, build-out, and day-to-day running of Palmonas's operations Control Tower — the central nervous system that monitors orders, inventory, logistics, vendor SLAs, and customer experience metrics across all channels in real time. This is a hybrid role combining hands-on data analysis, dashboarding, and process control with people and stakeholder leadership. The ideal candidate is equally comfortable writing a SQL query, building a Power BI dashboard, and presenting an escalation-and-resolution plan to the leadership team.Key ResponsibilitiesControl Tower Design & OperationsBuild and own the Control Tower framework — real-time monitoring of order lifecycle, fulfillment SLAs, courier/logistics performance, inventory health, and returns/RTO across D2C, marketplaces, quick-commerce, and offline retail.Define and track the key operational KPIs (on-time dispatch, delivery TAT, NDR/RTO %, inventory accuracy, stock-outs, fill rate, first-response and resolution time) and set alert thresholds for proactive issue detection.Run daily/weekly control rooms to flag anomalies, bottlenecks, and SLA breaches, and drive root-cause analysis with cross-functional teams (warehouse, logistics, customer experience, retail, category, and tech).Data Analytics & ReportingDesign and maintain dashboards (Power BI / Tableau / Looker Studio) and automated reporting pipelines that give leadership a single source of truth on operations health.Perform deep-dive analysis on order, logistics, inventory, and store performance data to identify trends, leakages, and improvement opportunities.Partner with data engineering to ensure clean, reliable data pipelines from OMS, WMS, ERP, courier partners, and POS systems into the Control Tower.Translate data into clear, actionable business narratives for founders and leadership — not just charts, but recommendations.Process & Stakeholder ManagementAct as the escalation point for operational exceptions — delayed shipments, stock mismatches, vendor non-compliance — and drive them to closure with the right teams.Work closely with logistics/courier partners, 3PL warehouses, and offline store operations teams to enforce SLAs and continuously improve turnaround times.Identify automation opportunities (alerts, workflows, exception-handling bots) to reduce manual monitoring and improve response times as order volumes scale.Support new store and market launches by setting up Control Tower visibility and processes from day one.Team & LeadershipBuild, mentor, and manage a small team of data analysts / control tower executives as the function scales.Collaborate closely with founders, COO, and functional heads (Supply Chain, Customer Experience, Retail, Tech) to align on priorities and drive operational excellence.RequirementsExperience6–10 years of experience in operations analytics, supply chain control tower, business intelligence, or D2C/e-commerce operations roles.Prior experience setting up or running a Control Tower / NOC-style function in a D2C, e-commerce, quick-commerce, retail, or logistics organization is strongly preferred.Experience working with omni-channel operations (online + offline retail) is a plus given Palmonas's expanding offline footprint.SkillsStrong hands-on proficiency in SQL and Excel; working knowledge of a BI tool (Power BI, Tableau, or Looker).Familiarity with Python/R for analysis is a plus, not mandatory.Understanding of OMS/WMS/ERP systems, courier/logistics operations, and inventory management concepts.Excellent problem-solving skills with a bias for root-cause analysis over firefighting.Strong communication skills — ability to present data-backed insights crisply to founders and leadership.High ownership, comfort with ambiguity, and the ability to operate in a fast-scaling startup environment.EducationBachelor's degree required; MBA or equivalent in Operations/Analytics preferred but not mandatory for the right experience profile.What Palmonas OffersA high-ownership, leadership-track role at one of India's fastest-growing D2C jewellery brands, working directly with founders and senior leadership.The opportunity to build a critical function from the ground up during a phase of rapid scale (100+ new stores, international expansion).A fast-paced, data-driven, and collaborative culture.Competitive compensation benchmarked to industry and experience.Location : Koregaon Park, PuneInterested candidates can share their CV via mail : shruti.singh@palmonas.com