Senior Operations Manager

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