Job Description

Job Title: Head Operations
Location: Gurgaon
Job: Full-Time
About Fitelo:
Fitelo is a fast-paced Indian D2C Health-tech startup looking to hire senior talent. It is an AI powered online platform for weight loss and chronic disease management. The company was founded with a vision to help customers take the healthier route by eating right, staying active and building healthy habits. It has grown exponentially with strong unit economics and is now looking to expand its team across multiple roles.
About the Role:
We're looking for a Senior Operations Leader who can build, scale, and lead the entire backend engine of our D2C business - spanning procurement, warehousing, logistics, inventory management, and customer experience. You'll be responsible for turning complexity into order - designing scalable systems that can handle rapid growth while keeping customers happy and costs in check.
Specifically, this role will involve:

• End-to-End Operations Leadership: Oversee procurement, warehousing, logistics, order fulfillment, and customer service.
• Process Design & Scale: Create, document, and optimize SOPs for supply chain, dispatch, and reverse logistics.
• Inventory & Supply Planning: Manage forecasting, stock health, and reorder cycles across multiple SKUs and channels.
• Vendor & Partner Management: Negotiate and manage 3PLs, courier partners, and packaging suppliers for cost and SLA optimization.
• Customer Experience: Drive post-purchase excellence - oversee response time, refunds, and complaint resolution metrics.
• Technology & Automation: Partner with tech/product teams to enhance operations through tools like Shopify, Unicommerce, Gorgias, or ERP integrations.
• Data & Insights: Track KPIs such as fulfillment SLAs, cost per order, NPS, and order accuracy - and continuously improve them.
• Team Building: Lead and mentor an existing ops team (warehousing, logistics, customer support) to create a culture of ownership and performance.
• Compliance & Quality: Ensure all legal, procurement, and logistics compliances are met, maintaining Fitelo's reputation for reliability.

Ideal candidate will have:

• 8 12 years of experience managing end-to-end operations in D2C, FMCG, or e-commerce environments.
• Has scaled a D2C brand or business unit - built systems from scratch or optimized for 10x growth.
• Strong understanding of fulfillment, inventory management, 3PL, and customer operations.
• Analytical, structured, and data-driven; can use numbers to improve process efficiency.
• Excellent communication and cross-functional collaboration skills.
• Tier-1 education (Engineering or MBA) preferred.
• Hands-on operator with a "roll-up-your-sleeves" startup mindset.

Qualification:

• Bachelor's degree in Engineering, Business, Operations Management, or a related field. A Master's degree (MBA) is preferred but not mandatory.

Skills Required