Operation Manager - Logistics & Aftersales

Role Overview The Operations Manager for Logistics & After Sales will own end-to-end management of the companys logistics and after-sales service operations. This role is critical to ensuring timely delivery, efficient returns management, warranty servicing, and superior customer service to enhance brand loyalty and operational efficiency. Key Responsibilities Logistics Management: Plan, oversee, and optimize inbound and outbound logistics operations, including warehousing, transportation, and last-mile delivery. Collaborate with logistics partners and 3PL vendors to ensure timely and cost-effective distribution. Implement best practices in inventory management, order fulfillment, and shipping processes. Monitor and analyze logistics KPIs such as delivery timelines, transportation costs, and order accuracy. Lead initiatives to improve supply chain visibility and efficiency using technology and process improvements. After Sales Service Management: Manage the end-to-end after-sales process including installation, warranty claims, repairs, replacements, and customer feedback resolution. Build and maintain a strong service network with field technicians and third-party service providers. Develop and enforce SLA standards to ensure timely and quality service delivery. Monitor customer satisfaction metrics (NPS, CSAT) and implement continuous improvement plans. Handle escalations, identify root causes, and implement corrective actions. Team Leadership & Cross-Functional Coordination: Lead and develop a team of logistics coordinators, warehouse staff, and after-sales service representatives. Work closely with Sales, Customer Support, Product, and Manufacturing teams to align operations with business objectives. Drive process standardization and automation to reduce operational costs and improve scalability.