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Mumbai, Maharashtra, India
Onsite
Reporting Manager: VP of Fulfilment
Working Hours: Monday - Friday, 9:00am - 6:00pm IST
Location: 100% on-site, Mumbai, India
We are looking for a highly proactive, data-driven, and people-first Senior Operations Manager to lead our India fulfilment operations. You will own end-to-end India fulfillment , collections, outbound shipments and export documentation. This role bridges hands-on execution with team leadership, process rigor, and data-led decision making, and requires strong operational judgment and the ability to thrive in a fast-evolving, high-growth startup environment.
This is a senior, on-site leadership role with full accountability for people, performance, and culture within the India fulfillment team building on an established operation, developing a growing team, and driving measurable improvements in delivery and compliance performance.
Nivoda is an extremely fast-growing B2B marketplace revolutionising the way the global diamond and jewellery industry operates. Our DNA centres on understanding our customers' needs and offering them a seamless experience. With a growing team based in major cities worldwide, including London, New York, Amsterdam, and Mumbai, Nivoda is the go-to marketplace for the global diamond and jewellery industry.
Take full ownership of India fulfilment operational KPIs: collections turnaround, shipment accuracy, export documentation, and on-time delivery
Own the India shipping and collections teams end-to-end, including day-to-day execution and escalations
Ensure India export processes customs documentation, duty drawback support, and carrier compliance are executed correctly and on time
Manage relationships with carriers, customs agents, and logistics partners in India to optimise cost, speed, and reliability
Own weekly and monthly operational metrics (collections, delivery times, shipment accuracy, export turnaround) and use them to drive decisions
Write and run SQL queries to investigate root causes, monitor performance, and build reporting the team can act on
Identify bottlenecks in collections, shipping, and export workflows and implement measurable process improvements
Design and maintain SOPs to support operational complexity and growth in the India hub
Own people, performance, and culture for the India fulfilment team, including direct reports and their teams
Run regular team check-ins and performance reviews; build a bench and succession plan for key roles
Cultivate a culture of accountability, precision, and growth in a fast-moving startup environment
Act as the primary interface between India fulfilment, other regional hub leads, central fulfilment lead and global stakeholders
Represent India fulfilment performance in weekly/monthly business reviews (WBRs)
8+ years in operations, fulfilment, logistics, or export/trade operations
5+ years managing or leading teams, including managing managers
Proficiency in SQL and Excel/Sheets, with a proven ability to write queries and translate data into insights that drive decisions
Ability to investigate problems, identify root causes, and implement data-driven solutions
Experience working in a fast-growing startup environment where processes and priorities change continuously
Clear, effective communicator and highly organised leader
Experience within the diamond, gemstone, or luxury goods / jewelry industry
Experience using BI/dashboard tools (e.g. Tableau, ThoughtSpot) and AI tools as part of day-to-day workflow
