Senior Associate - Business Operations

About GoKwik GoKwik is building the growth operating system for D2C and eCommerce brands, enabling businesses to optimise checkout, reduce RTO, power payments, drive retention, and unlock post-purchase engagement. With 15,000+ merchants globally and a growing presence across India, the UK, Europe, and the US, GoKwik is building technology and financial infrastructure that powers the next generation of digital commerce. Why This Role Matters Efficient logistics operations are critical to delivering a seamless post-purchase experience for eCommerce merchants and their customers. As a Senior Associate – Business Operations, you will drive operational excellence across the first, middle, and last mile by managing logistics partners, monitoring performance, resolving operational challenges, and using data to improve delivery outcomes. What You’ll Own • End-to-End Logistics Operations: Monitor and optimise first-mile pickup, mid-mile transit, and last-mile delivery operations to ensure smooth shipment movement. • Logistics Partner Management: Coordinate with courier and logistics partners to drive operational efficiency, timely execution, and service quality. • Performance Monitoring: Track key metrics such as on-time pickup, delivery success rate, RTO, shipment exceptions, and SLA adherence. • Business Reviews & SLA Governance: Conduct regular performance reviews with logistics partners, identify operational gaps, and drive corrective actions. • Exception & Escalation Management: Proactively resolve shipment delays, damages, failed pickups, delivery issues, and other operational escalations. • Data Analysis & Reporting: Analyse logistics data to identify trends, root causes, inefficiencies, and opportunities for improvement. • Dashboards & MIS: Build and maintain reports and dashboards to track operational performance and support data-driven decisions. • Cross-Functional Collaboration: Work closely with Technology, Customer Service, Warehouse, and internal Operations teams to resolve issues and improve workflows. • Continuous Improvement: Identify opportunities to streamline processes, improve partner performance, and strengthen operational controls. Who You Are • Have 3–5 years of experience in eCommerce logistics, supply chain operations, courier management, or a related field. • Understand first-mile, mid-mile, and last-mile operations and key logistics performance metrics. • Have hands-on experience managing courier partners, monitoring SLAs, and driving performance improvements. • Are proficient in Excel and Google Sheets, with experience using BI tools such as Power BI or Tableau. • Can analyse operational data, identify root causes, and translate insights into actionable improvements. • Are comfortable managing exceptions, escalations, and multiple priorities in a fast-paced environment. • Have strong communication, negotiation, and stakeholder management skills. • Demonstrate ownership, attention to detail, and a structured, data-driven approach to problem-solving. Why GoKwik At GoKwik, you will work on complex eCommerce logistics challenges that directly influence merchant growth and customer experience. You will have the opportunity to collaborate across teams, work closely with logistics partners, use data to drive measurable improvements, and take ownership of initiatives that make post-purchase operations more efficient and reliable. Department: Business Operations Experience: 2 - 4 Years