Head Of Consumable Operations

Overview

Lead the end-to-end customer service, order management, warehousing coordination, and logistics agenda across India for a network of 20 stock points, managing 3 direct reports and more than 25 indirect reports.

What you'll do

• Own the national order-to-delivery process and establish consistent service standards across all stock points.
• Ensure accurate and timely order processing, allocation, fulfilment, invoicing coordination, and delivery tracking.
• Monitor order backlogs, service exceptions, returns, claims, and customer escalations; drive timely resolution and root-cause correction.
• Partner with Sales and Finance to align order priorities, credit or commercial dependencies, inventory availability, and customer commitments.
• Define and track customer service metrics, operating dashboards, review mechanisms, and escalation protocols.
• Lead logistics operations across the national distribution network, balancing service, speed, cost, capacity, and compliance.
• Manage relationships and performance of 3PL partners, transporters, and courier vendors through defined service levels and regular business reviews.
• Own contract coordination, commercial evaluations, renewals, and onboarding of logistics service providers in collaboration with Legal, Finance, and Procurement or Administration stakeholders, as applicable.
• Assess new logistics requirements, network capacity, route needs, and service models to support business growth.
• Prepare and manage logistics budgets, monitor actual expenditure, identify variances, and deliver sustainable cost improvements.
• Ensure readiness for statutory and internal audits across customer service and logistics operations.
• Maintain appropriate records, standard operating procedures, control evidence, licenses, vendor documents, and corrective-action trackers.
• Coordinate audit responses, close observations within agreed timelines, and strengthen controls to prevent recurrence.
• Establish governance routines across stock points to ensure process consistency, accountability, and transparent reporting.
• Liaise with Regulatory, Legal, Finance, and local operating teams to support ongoing compliance at all stock points.
• Coordinate the availability, renewal, and documentation of applicable drug licenses, GST registrations, trade licenses, and other required approvals.
• Monitor compliance requirements affecting warehousing, distribution, transportation, invoicing, and customer service processes.
• Escalate compliance risks promptly and ensure agreed remediation actions are implemented and documented.
• Lead, supervise, and develop the pan-India customer service and logistics organization comprising 3 direct reports and more than 25 indirect reports.
• Set clear goals, role accountabilities, performance standards, and review cadences for national and stock-point teams.
• Build team capability through coaching, process training, knowledge sharing, succession planning, and cross-functional exposure.
• Promote a culture of customer focus, ownership, collaboration, compliance, and continuous improvement.
• Ensure adequate workforce planning, workload allocation, and backup coverage for business continuity.
• Lead projects focused on logistics cost optimization, distribution-network optimization, customer delight, and faster order fulfilment.
• Use operational data to identify bottlenecks, prioritize improvement opportunities, and measure the impact of interventions.
• Drive process standardization, automation opportunities, and scalable ways of working across stock points.

What you'll need

• Graduate degree in supply chain management, logistics, operations, business administration, commerce, or a related discipline.
• Substantial experience in customer service, order management, logistics, distribution, or supply-chain operations, including leadership responsibility across multiple locations.
• Demonstrated experience managing 3PL partners, transporters, service contracts, budgets, audits, and regulatory coordination.
• Experience leading geographically distributed teams and working with senior cross-functional stakeholders.
• Strong understanding of order-to-delivery processes, logistics operations, vendor governance, budgeting, and service-performance management.
• Working knowledge of audit controls and applicable operational licenses and registrations, including GST and trade license requirements.
• Strong analytical ability, commercial judgement, negotiation skills, and problem-solving discipline.
• Ability to translate business priorities into operating plans, service levels, dashboards, and measurable outcomes.
• Clear written and verbal communication, stakeholder management, and executive-level presentation skills.
• Comfort with enterprise systems, operational reporting tools, and data-led decision-making.

Nice to have

• A postgraduate qualification.
• Exposure to regulated distribution environments and pan-India stock-point operations.
• Knowledge of drug license requirements.

Details

• Location: Bangalore, India.