Senior Associate - Business Operations

Role overview

Senior Associate - Business Operations at GoKwik

Employment details

• Location: Gurugram [India]

About the employer

• 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.