Operations & Service Manager (India)

Operations & Service Manager (India)

Contract: Full-time, 40 hours per week

Location / working pattern: India / Hybrid

Salary band: ₹20–26 LPA, depending on experience

Travel: Within India and occasional international coordination

Life at The Washing Machine Project — meaningful work. Exceptional people.

Handwashing clothes may sound simple, but it poses a significant obstacle to the wellbeing and livelihood of many women worldwide. We recognise that unpaid labour is compromising lives. This needs to change.

We're The Washing Machine Project (TWMP). Our mission is to empower women to take charge of their lives by providing displaced and low-income communities with accessible, off-grid washing solutions.

Founded by Navjot Sawhney in 2018, TWMP develops practical innovations designed to improve women's lives. People are at the heart of everything we do, and listening to communities is integral to our work. At TWMP, you'll be surrounded by people who are passionate about our mission, driven to solve problems and committed to doing work that matters.

The purpose of the role

The Operations & Service Manager will play a key role in building and managing the operational infrastructure needed to support TWMP's work in India.

You will coordinate supply chain activity, distribution, logistics, export processes, product aftercare and service operations, ensuring that TWMP's washing solutions can be delivered, supported and improved effectively in the communities we serve.

This is a hands-on, systems-minded role for someone who can manage operational delivery, improve processes, strengthen supplier and partner coordination and support TWMP's responsible scale-up in India.

Who we are looking for

You are an experienced operations, logistics or supply chain professional, comfortable working across suppliers, distribution, service partners, documentation, operational data, repairs, field feedback and internal teams.

You bring strong experience in domestic and international logistics, including export from India, and understand the importance of reliable documentation, customs processes, delivery planning and issue resolution.

You are practical, solution-focused and able to bring structure to operational complexity. You can manage suppliers and logistics providers, improve processes, identify risks early and create simple systems.

You also care about the people and communities behind the work. You understand that operational reliability means products reach users safely, can be maintained, and continue to create meaningful impact.

Your duties and responsibilities include

Mission & impact delivery

Ensure operational decisions support TWMP's mission and keep the needs of users, communities, implementation partners and field teams central to planning and delivery.

Support feedback loops between field delivery, product use, aftercare, engineering and programme learning.

Help ensure TWMP's operational model in India supports responsible, sustainable scale-up.

Distribution, logistics and export

Coordinate distribution of TWMP products to partners, communities, pilots and implementation sites.

Manage logistics and compliance requirements for international exports from India, ensuring products are efficiently shipped to global partners and regional markets.

Plan deployment timelines, logistics routes and delivery arrangements with internal and external stakeholders.

Ensure products are delivered safely, efficiently and with appropriate documentation.

Monitor logistics performance and identify opportunities to improve reliability, speed, cost and partner experience.

Supply chain and supplier coordination

Manage relationships with logistics providers and other operational partners.

Support procurement, stock planning and supplier performance management.

Track the availability of key components, spare parts and materials.

Identify supply chain risks and escalate issues in a timely, solution-focused way.

Work with technical and product colleagues to ensure operational feedback informs product improvement.

Product aftercare and service operations

Develop and manage practical aftercare processes for products deployed in India.

Coordinate repairs, maintenance, spare parts, service partners and user support processes.

Track service issues, product faults, repairs, turnaround times and recurring themes.

Ensure aftercare feedback informs design, training, quality and implementation improvements.

Support user-friendly support systems for communities, partners and field teams.

Operational systems, quality and risk

Create, document and improve operational processes, workflows and reporting mechanisms.

Maintain accurate operational data relating to suppliers, stock, distribution, aftercare, repairs and service performance.

Support tools, templates and systems that enable operational visibility and accountability.

Identify bottlenecks and propose practical improvements.

Support quality control processes for products, components, suppliers and service delivery.

Monitor operational risks and escalate concerns appropriately.

Support compliance with internal policies, partner requirements, safeguarding expectations and operational standards.

Cross-functional collaboration

Work collaboratively with colleagues across India, the UK and wider TWMP networks.

Contribute to a culture of learning, experimentation and continuous improvement.

Support cross-functional planning between programmes, product, engineering, partnerships and leadership.

Be willing to get involved where needed in a growing organisation.

Essential requirements

Significant experience in operations, supply chain, distribution, service operations or a closely related field, likely gained over at least 7 to 10 years.

Significant experience with domestic and international logistics, including documentation, timelines, delivery planning and issue resolution.

Significant experience with export from India, including conformity processes, customs processing, international shipping requirements and handling inspections.

Degree-level education or equivalent professional experience in operations, supply chain, logistics, international trade or a related field.

Continued professional development relevant to operations, logistics, export, supply chain, service operations or process improvement.

Experience working with physical products, components, equipment or field-based delivery models.

Experience managing suppliers, vendors, logistics providers or service partners.

Experience coordinating operational delivery across multiple stakeholders.

Experience improving operational processes, documentation and reporting.

Experience working in a fast-moving, growing, complex or resource-constrained environment.

Strong operational planning, coordination, problem-solving and follow-through.

Comprehensive working knowledge of end-to-end supply chain, logistics and service operations.

Experience coordinating with freight forwarders, customs brokers and international distribution networks.

Good attention to detail, confidence working with data and ability to identify risks early.

Strong relationship-building and communication skills in English and relevant Indian languages.

A collaborative approach and comfort working in ambiguity while helping to create structure.

Desirable requirements

Qualification or certification in supply chain management, logistics, export management, operations, project management, quality management, export compliance or service operations.

Experience in social impact, humanitarian, development, rural distribution, last-mile delivery, after-sales service, product aftercare, repairs, warranties or maintenance models.

Experience working with implementation partners, NGOs, community organisations, government stakeholders, international teams or cross-cultural stakeholders.

Experience supporting operational scale-up across regions or multiple sites.

Additional requirements

Right to work in India.

Willingness to travel within India as required.

Willingness to work flexibly across time zones when collaborating with UK-based colleagues.

Commitment to TWMP's mission, values and human-centred approach.

Commitment to safeguarding, duty of care and ethical practice.

Comfort working in a growing organisation where systems are still being developed.

What you'll get

We offer a genuinely purpose-led career with a culture built on trust, autonomy and flexibility. We're an ambitious, growing organisation, and this role is a rare opportunity to help shape TWMP's operational presence and impact in India at scale.

You will build practical systems, strengthen supplier and partner relationships, support responsible growth, and contribute directly to products and services that improve the lives of women and communities.

Equal Employment Opportunity

We are an equal opportunity employer and value diversity at TWMP. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.

To apply

Please complete the online form to express your interest. Attach your up-to-date CV in PDF format and a cover letter clearly demonstrating your fit for this role and your motivation to work at TWMP.

If you need any support or adjustments in the application process, please contact [Confidential Information].

Closing date: 20 August 2026.

What you can expect after you've applied

Our selection process typically includes:

Submit your CV.

Complete an application form so we can learn more about your relevant experience and motivation if you fit the initial criteria.

20–30 minute video call with one of our team.

60–75 minute competency-based interview with the hiring team. You may also complete a task or presentation.

For some positions, an additional interview with senior leadership and profiling.

Please note: We kindly request no contact from recruitment agencies or third-party recruiters.