Head - Supply Chain Operations

This is precise because it names both functions the role actually owns (not a generic "founder's office" or "chief of staff" label that pulls in unrelated generalists), and it's the exact phrase candidates with real supply chain/ops + CX experience search for and apply against.If you can spot where a business is leaking, understand why, and build the fix, this role is for you. Direct founder access, full business context from day one, and real accountability for outcomes across two critical functions CX and Operations.1. Supply Chain & OperationsOwn the Operations SOP library procurement, inbound QC, CMO coordination, warehouse, dispatch, returnsDrive SOP adherence through floor-level checks and exception trackingRun RCA on operational failures (batch rejection, delivery delay, procurement gap) and verify fixes over 2-3 cyclesOwn the CMO performance scorecard on-time delivery, batch quality, rejection rates, CoA complianceOwn inventory planning reduce OOS without creating excess stock or working capital lock-inOwn 3PL coordination — NDR management, RTO reduction, SLA adherence, exception-handling SOPs2. Business Intelligence & Cross-Functional WorkBuild founder dashboards as early-warning systems, not rear-view mirrorsTrack retention-led revenue metrics — cohort repeat rates, refund/return trends, complaint-to-churn correlation, fulfilment SLA impact on NPSOwn cross-functional projects from intake through prioritisation, execution, and closureMust-have:1-8 years post-qualification experience in consulting, operations, supply chain, a founder's office, or a high-ownership role at a D2C/FMCG/consumer startup (Tier 1 consulting or early startup particularly valued)Independently builds data models and turns complex operational problems into crisp recommendationsHas built SOPs from scratch, run RCA when they broke, and closed the loop at root causeComfortable moving between strategic framing and ground-level executionHigh ownership orientation accountable for outcomes, not just outputsStrongly preferred:CX operations with a retention/revenue lens cohort tracking, post-purchase engagement flows, loyalty programme impactHands-on procurement or vendor management with CMOs or RM/PM suppliersShopify, Freshdesk/Zoho Desk, Shiprocket, Klaviyo, advanced Excel/Sheets; SQL or data viz a bonus