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The Quick Commerce City Manager will lead and scale Amazon's quick commerce operations across Mumbai, driving operational excellence, customer satisfaction, and business growth in one of India's most dynamic markets.
Key Responsibilities
Operations Leadership
Manage end-to-end quick commerce operations across multiple dark stores/fulfillment centers in Mumbai
Drive operational metrics including Delivery on Time (DOT),
Scale operations to handle 30K+ daily orders while maintaining service quality
Oversee inventory management, order fulfillment, and last-mile delivery operations
Network Management
Launch and scale new store locations across Mumbai's key neighborhoods
Optimize network capacity and route planning for efficient delivery
Manage relationships with delivery service providers (DSPs) and Flex partners
Ensure compliance with scan accuracy, routing adherence, and quality standards
Performance & Analytics
Monitor and improve key performance indicators: DOT 95%, OTP, customer experience metrics
Analyze operational data to identify bottlenecks and improvement opportunities
Drive continuous improvement initiatives to reduce defects and delivery delays
Prepare and present weekly business reviews (WBRs) with actionable insights
Team Leadership
Build, mentor, and develop high-performing operations teams
Foster a culture of ownership, innovation, and customer obsession
Manage cross-functional collaboration with supply chain, logistics, and business teams
Drive associate engagement and operational excellence
Customer Experience
Ensure exceptional customer experience with fast, reliable deliveries
Manage post-SLAM delivery success and reduce non-delivery incidents
Address customer escalations and implement corrective actions
Drive initiatives to improve Net Promoter Score (NPS)
Required Qualifications
Experience
5-8 years of operations management experience, preferably in e-commerce, logistics, or quick commerce
Proven track record of scaling operations and managing large teams
Experience managing 20K+ daily shipments across multiple sites
Strong background in last-mile delivery operations
Skills & Competencies
Data-driven decision making with strong analytical skills
Excellent stakeholder management and communication abilities
Ability to thrive in fast-paced, ambiguous environments
Strong problem-solving and process improvement capabilities
Proficiency in operational metrics and business intelligence tools
Education
Bachelor's degree in Engineering, Business, or related field
MBA or equivalent advanced degree preferred
Success Metrics
Delivery on Time (DOT) 95%
Order volume growth and network expansion
Customer satisfaction scores
Operational cost efficiency
Team retention and development
- 2+ years of employee and performance management experience
- Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- 1+ years of performance metrics, process improvement or lean techniques experience
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Job ID: 145628947
