Head of Operations & Customer Experience

Job Description: Head – Operations & Customer Experience
📍 Bangalore | 🕐 Full-time, Onsite/Hybrid | 💰 Compensation: Leadership band +
ESOP (Founding team)
About NORI
NORI is a premium travel & lifestyle bag brand built for women who move differently. We
design products that are practical, stylish, and thoughtfully crafted — across a growing
range of categories, sold on our own store, across marketplaces, and increasingly offline.
As a physical-product D2C brand, operations and customer experience are core to our
success. This role exists to turn operational complexity into calm — from the warehouse
shelf to the customer’s doorstep and back.
We’re building NORI as an AI-native company — AI runs through how we operate, sell and
serve, and we expect it to carry more of the load every quarter.
You will build the systems that let NORI scale without firefighting. This is a core, founding-
team role with real ownership.
We’re on the path from where we are today to ₹100 crore — and operations and customer
experience are how we get there.
Role Overview
The Head of Operations & Customer Experience will own end-to-end responsibility for
NORI’s operations and the entire customer experience — everything that happens after
‘add to cart’, across D2C, marketplaces and offline.
This is a founding-team role and requires you to run all operations, supply chain, logistics,
fulfilment, and customer-experience functions as one.
The role requires strong judgment, hands-on execution, and the ability to build systems
from scratch — not just manage vendors. Senior enough to set the strategy; happy to be in
the warehouse or the support queue when it counts.
What you will own
Fulfilment, warehousing & logistics: End-to-end fulfilment across every channel you ship
from — inventory accuracy, dispatch SLAs and turnaround, warehouse and 3PL performance,
courier mix, RTO/NDR and reverse logistics, cost per shipment and logistics as a % of
revenue. Build SOPs so shipping becomes boring and predictable.
Demand & inventory planning: Translate demand into precise stock and reorder plans.
Decide what, where, how much and when — balancing availability and cash flow while
preventing dead stock and panic freight. Land clean operational launches for every new
category and colour drop.
Customer experience & post-purchase: Own support and conversational commerce,
response quality and speed, returns and exchanges, and the post-purchase journey. Lift
repeat rate and cohort retention — turn first orders into loyal customers — and feed real
issues back into product.
Omni-channel operations: Run one coherent operation across D2C (Shopify), marketplaces
and offline retail — listings, SLAs and channel economics.
Systems & scale readiness: Build SOPs, dashboards and vendor scorecards on WareIQ,
EasyEcom and LimeChat — one source of truth. Design ops for today (hands-on) and
tomorrow (scalable).
AI-native operations: Put AI and automation to work across the whole function — support
agents and query deflection on LimeChat, demand forecasting, exception and anomaly
detection, and internal copilots for the team — so a lean team runs far more than headcount
alone allows.
Cross-functional leadership: Act as the single point of accountability for operations and CX.
Translate growth plans into executable ops plans, and push back when growth plans create
operational or cash-flow risk. Partner closely with the founder without requiring
micromanagement, and build a lean team as you scale.
Key Skills & Experience Required
Hands-on experience in D2C, fashion or retail at scale (must-have)
6–10 years across supply chain, operations and customer experience
Hands-on with AI tools in your day-to-day, and keen to build them deeper into ops & CX —
we’re an AI-native team, so this is also a rare seat to grow genuinely AI-native operating skills
Preferred: exposure to marketplace and/or offline-retail operations
Comfort with data and ops tooling — you decide from dashboards, not gut feel
Ability to operate under ambiguity and incomplete data
Proven experience building systems from zero
Who We’re Looking For Founder-grade operator, not a coordinator. Entrepreneurial, and comfortable getting hands dirty when needed a first-principles problem solver with strong judgment and integrity. Confident pushing back while staying aligned with business goals
Someone who can fully own operations & CX without dependency on the founder

Work arrangement
No