Senior Operations Manager, India

Senior Ops Manager, India Reporting Manager: VP of Fulfilment Working Hours: Monday - Friday, 9:00am - 6:00pm IST Location: 100% on-site, Mumbai, India About the Role 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. About Us 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. What You'll Do Own India Fulfilment, Collections & Shipment Performance 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 Drive Continuous Improvement with Data 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 Lead & Develop the Team 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 Cross-Functional & Cross-Hub Ownership 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) Basic Qualifications 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 Preferred Qualifications 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