Regional Manager – Hyperlocal Operations & Expansion
Delhi NCR, IndiaFull-timeMid · 4-8 years
About this role
Supertails is a digital-first pet care platform offering a wide range of pet food, supplies, and services. We are building a robust hyperlocal network of vendor-managed dark stores to deliver a seamless and delightful customer experience. Our mission is to redefine convenience and reliability in pet care through operational excellence and innovation in last-mile delivery.
Role Overview
The Regional Manager – Hyperlocal Operations & Expansion will be responsible for leading day-to-day dark store operations and driving regional expansion for Supertails’ hyperlocal network. This role demands a strong operational leader who can manage multiple stores, ensure consistent adherence to service-level agreements (SLAs), and deliver on aggressive growth and performance targets.
The ideal candidate combines operational rigor with strategic execution — overseeing on-ground performance, enabling process excellence, and collaborating cross-functionally to scale our 30-minute delivery network.
Key Responsibilities
1. Dark Store Operations Management
- Oversee daily operations across multiple dark stores, including inbound management, order processing, dispatch, and delivery SLAs.
- Ensure operational efficiency and adherence to SOPs to achieve on-time fulfillment and order accuracy.
- Monitor key operational metrics such as order turnaround time (TAT), fill rate, and rider productivity.
2. Performance Monitoring & Process Excellence
- Track, analyze, and report performance metrics (SLAs, losses, OTIF, etc.) at store and regional levels.
- Drive process standardization and continuous improvement initiatives to enhance throughput and reduce costs.
- Implement inventory control practices to maintain stock accuracy and prevent order losses.
3. Vendor and Partner Management
- Build and manage strong relationships with vendor partners and third-party logistics providers.
- Ensure adherence to service-level agreements, quality benchmarks, and compliance requirements.
- Negotiate vendor contracts and continuously evaluate partner performance to ensure scalability and reliability.
4. Expansion & Network Growth
- Identify, evaluate, and launch new dark store locations based on demand analytics and customer proximity.
- Partner with central expansion, real estate, and procurement teams to ensure smooth setup and go-live of new stores.
- Maintain a robust pipeline for store launches in line with city-level expansion plans.
5. Collaboration & Stakeholder Management
- Work closely with cross-functional teams, including the Control Tower, Supply Chain, Customer Experience, and Tech teams to resolve live issues and enable operational excellence.
- Provide actionable insights to the central operations team to enhance efficiency and customer satisfaction.
- Act as the regional point of contact for escalations, audits, and compliance checks.
6. Team Leadership & Development
- Lead, mentor, and develop a team of Area Managers, Store Leads, and support staff across the region.
- Foster a culture of accountability, safety, and continuous improvement.
- Conduct regular reviews and training sessions to build strong operational capabilities within the team.
Key Metrics for Success
- SLA Adherence (Order TAT, Dispatch Accuracy, Fill Rate)
- Inventory Accuracy and Order Loss %
- Dark Store Go-Live Timelines and Productivity Ramp-Up
- Vendor Performance & Cost Efficiency
- Customer Experience Metrics (On-time Delivery, Feedback Scores)
- Team Performance & Retention
What We’re Looking For
Experience: 4–8 years of experience in hyperlocal, quick commerce, or e-commerce operations, with exposure to multi-location management.
Skills: Strong vendor management, process optimization, and expansion planning abilities.
Analytical Mindset: Data-driven approach with proficiency in Excel, dashboards, and operational analytics tools.
Leadership: Proven ability to manage teams, motivate staff, and drive results in a fast-paced environment.
Communication: Excellent interpersonal, communication, and negotiation skills.
Preferred Background: Experience with dark store models, rapid commerce, or last-mile logistics.
Why Join Us
At Supertails, you’ll play a pivotal role in shaping the future of pet care logistics in India. You’ll work with a high-energy, mission-driven team committed to innovation, operational excellence, and customer delight.