Cluster Operations Manager at Swiggy Instamart (2025-05 – Present)
- Managing end-to-end operations across nine dark stores in Bihar and Muzaffarpur, ensuring consistent SLA adherence and operational efficiency.
- Led process optimization initiatives, improving order fulfillment efficiency and reducing operational bottlenecks.
- Improved team productivity through structured workforce planning and performance-tracking mechanisms.
- Ensured compliance with safety, operational, and quality standards across all stores.
- Drove customer satisfaction through proactive issue resolution and escalation management.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Area Manager of Operations at Instakart Services Private Ltd. (2024-03 – 2025-05)
- Managed last-mile delivery operations across multiple hubs, ensuring high on-time delivery performance
- Implemented process improvements leading to increased delivery efficiency and reduced operational costs
- Led hiring, onboarding, and training of front line workforce to meet business demand
- Monitored KPIs and introduced corrective actions to improve service levels
Assistant Manager at Cogos Technologies (2023-08 – 2024-03)
- Managed FTL operations across Bihar and Jharkhand with end-to-end P&L ownership.
- Improved vehicle utilization and reduced turnaround time through better planning and coordination.
- Strengthened vendor relationships and expanded business through new lane acquisitions.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Unit Head at Black Buck (2022-02 – 2022-11)
- Managed FTL operations in Bihar and Jharkhand, ensuring the overall P&L of the cluster, and maintained strong relationships with existing customers to increase the share of business.
- Explored new leads for business expansion, maintained excellent relations with supply partners, controlled and recovered company debits from customers and suppliers, and managed discrepancies with payments.
- Ensured timely placement of vehicles, resolved operational challenges, and coordinated replacement vehicles in case of accidents.
- Successfully started a new business in Durgapur, achieving a revenue milestone of 5 lakhs within 2 months.
- Won new lanes and clusters after auction closures, contributing to business growth and expansion.
Manager Home Delivery at Namastey India Food Pvt. Ltd. (2021-02 – 2022-02)
- Led home delivery and retail operations in Kanpur, Lucknow, and Ghaziabad, managed a team of seven managers, and ensured smooth operations on the ground.
- Conducted regular meetings to track progress, found solutions for any issues, planned and executed sales and operations strategies during festivals, and conducted audits of retail stores to ensure adherence to SOPs.
- Organized marketing and sales activities to increase sales, provided training for retail teams and delivery boys, and coordinated with customer care to manage escalations.
- Successfully launched new retail stores in IIT Kanpur and Chakeri AFS, contributing to business expansion and increased revenue.
Zonal Head at NINJACART (2020-06 – 2020-10)
- Managed 5 warehouses for last-mile delivery, middle-mile delivery, DC operations, and early morning operations, and directed a team of 5 area managers and vendors for off-role staff.
- Utilized coordination and planning skills to achieve results according to schedule, ensured compliance with standards, policies, and regulatory guidelines, and delivered products to customer locations within specific time frames.
- Managed a quality assurance program, including on-site evaluations and internal audits, developed sourcing strategies, and designed training modules for employee retention.
Area Manager at Swiggy (2015-03 – 2020-05)
- Managed operations in Gurgaon, Delhi, Kolkata, Bihar, and Jharkhand; assisted the top management in developing operations strategies, improving systems, processes, and policies to support management reporting and business metrics.
- Directed a team of managers, ensuring customer and driver satisfaction, developed sourcing and onboarding strategies, and conducted interviews.
- Created SOPs for hiring, FM/Senior FM, and team functioning, screening, and conducted interviews for FMs, AFMs, and Area Managers.
- Successfully launched operations in Ranchi, Dhanbad, Bokaro, Hazaribagh, and Patna, contributing to business growth and expansion.
