# Head of Operations résumé example

Fourteen years from a freight branch to a 1,100-person operation, priced per delivered order at every step.

![Head of Operations résumé example — lead & above, written for India, set in the Initials design](https://cvaurum.com/img/examples/head-of-operations.webp)

- Field: Operations
- Career stage: Lead & above
- Written for: India
- Design: Initials (https://cvaurum.com/templates/initials)
- Open it: https://cvaurum.com/examples/head-of-operations

Every name, employer, address, phone number and figure below is invented.

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## Sanjana Iyer — Head of Operations

Operations leader with fourteen years in freight, fulfilment and last-mile delivery, now running a 1,100-person function across nine cities. Took cost per delivered order from ₹94 to ₹58 in three years while on-time delivery rose to 97.4%.

### Experience

**Head of Operations**, Saffronway Commerce · February 2021 – present

Owns fulfilment, last mile and customer operations: 1,100 people, nine cities, 9.4 lakh orders a month.

- Took cost per delivered order from ₹94 to ₹58 in three years by bringing 62% of last mile in-house and rebuilding rider payout around drops per hour.
- Lifted on-time delivery from 88.6% to 97.4% across nine cities while monthly order volume grew 2.7 times.
- Opened four dark stores and two sortation centres, each reaching planned throughput within six weeks of first dispatch.
- Cut customer contact rate from 11.2% of orders to 4.3% by fixing the three failure modes behind 70% of complaints.
- Promoted six of the nine city managers from inside the floor; attrition in that group is 4% against a 22% market rate.

**Senior Manager, Fulfilment Operations**, Palladane Retail Services · April 2017 – January 2021

- Ran three fulfilment centres dispatching 2.6 lakh units a month, taking cost per unit shipped down 29% over four years.
- Led the peak plan that absorbed a 4.1x festive spike at 99.2% shipped-on-time with no unplanned agency spend.
- Cut returns processing from nine days to 36 hours, putting ₹6.8 crore of saleable stock back on sale each year.

**Regional Operations Manager**, Meridian Cargo Networks · June 2013 – March 2017

- Managed 14 branches and 380 staff across Tamil Nadu, growing consignment volume 46% with headcount flat.
- Brought vehicle utilisation from 64% to 89% by pooling line-haul across branches and re-cutting departure times.

**Operations Executive**, Ashvale Freight · July 2011 – May 2013

- Scheduled 60 daily line-haul trips and cut empty running from 21% to 12% in eighteen months.

### Education

- MBA Operations Management · Indian Institute of Management Kozhikode · June 2009 – April 2011
- B.E. Industrial Engineering · Anna University · July 2005 – May 2009

### Skills

- **Operations leadership**: P&L ownership, Network design, Capacity planning, Peak-season planning, Vendor management
- **Last mile**: Rider payout models, Route density, Dark stores, Sortation, Reverse logistics
- **Organisation**: Org design, Manager development, Succession planning, Frontline attrition, Union and contractor relations
- **Measures**: Cost per delivered order, On-time delivery, Contact rate, Units per hour, Vehicle utilisation