NIKHILESH BISOI
Head Of Operations | City Business Head | P&L Leader | E-Commerce & Logistics
Bengaluru
Summary
Results-driven business leader with 12+ years of progressive experience in e-commerce, quick commerce (Q-Commerce), and last-mile logistics operations across multi-city B2C/B2B environments. Demonstrated expertise in full P&L ownership, city-scale turnaround, dark store launches, and go-to-market execution. Consistently delivers top-quartile profitability and #1 city rankings through SOP standardization, KPI governance, tech-driven automation, and disciplined cost optimization. Proven ability to build and lead cross-functional teams of 1,000+ in high-velocity, data-driven operations.
Overview
7
7
Certifications
12
12
years of professional experience
Work History
Head of Operations
Home Run
01.2026 - Current
- Own full P&L responsibility; drive cost efficiency, profitability, and contribution margin across first-mile, mid-mile, and last-mile logistics.
- Optimized cost per order (CPO) through structured process improvements and vendor management protocols.
- Spearheaded end-to-end implementation of Shopify (OMS) and Zoho (WMS) to streamline order and warehouse management.
- Successfully launched 3 new dark stores, overseeing site setup, hiring, onboarding, and full go-live execution.
- Built and scaled the operations team from ground up — designed org structure, role frameworks, and onboarding SOPs.
- Managed and scaled fleet operations, improving vehicle utilization and delivery SLA performance.
- Launched local delivery model with optimized route allocation; monitored KPIs including TAT, fill rate, and delivery SLA.
City Business Head
BigBasket.com
06.2023 - 12.2025
- Delivered 4% positive contribution to overall city P&L in FY2024 — highest profitability performance in Pan-India rankings.
- Owned full city P&L; steered revenue, contribution margin, and EBITDA discipline while scaling high-velocity B2C and B2B operations.
- Led end-to-end city functions — sales, operations, and vendor management — ensuring SLA adherence and CX metrics across first/mid/last mile.
- Directed 1,000+ operations staff and 50+ sales personnel; deployed enablement frameworks and KPI governance to drive consistent over-performance.
- Scaled city adoption of bbInstant, BBD, and BBNow verticals; implemented training programs to lift throughput, accuracy, and safety compliance.
- Achieved highest profitability Pan-India through warehousing design optimization, routing efficiency, and inventory turn alignment with demand patterns.
Head of Operations
BigBasket.com
08.2020 - 05.2023
- Awarded Best Operations Head Pan-India (2022) for achieving 100% of all operational metrics; elevated Kolkata to #1 city nationally.
- Ran end-to-end B2C operations (first/mid/last mile), reducing cost per order through route optimization, slotting, and capacity planning.
- Served as Chief Process Owner (CPO) for B2C; standardized SOPs across 10+ processes and drove automation to improve speed, quality, and visibility.
- Governed vendor and 3PL performance through structured SLAs, regular audits, and monthly review cadences.
- Implemented real-time KPI dashboards enabling proactive operational governance and rapid issue resolution.
Head of Marketing & Sales
BigBasket.com
11.2018 - 07.2020
- Led B2C demand generation, field sales, and subscription growth; designed and executed ATL/BTL campaigns tied to local market insights.
- Built acquisition, engagement, and retention programs; forged strategic local partnerships to expand market footprint and grow share of wallet.
- Drove measurable growth in new customer acquisition and repeat order rates through data-driven targeting and field team enablement.
Sales Head
BigBasket.com
08.2018 - 11.2018
- Launched and scaled the Instant delivery vertical, integrating ops-sales workflows to achieve fill-rate and velocity targets.
- Played a key role in establishing the Instant model's commercial performance and operational effectiveness at city level.
National Logistics Coordinator – Express Business
BigBasket.com
01.2017 - 07.2018
- Managed national transportation network and 3PL partnerships, ensuring coverage, on-time delivery performance, and cost efficiency.
- Recognised as Top TPL Partner Nationwide for logistics excellence and partner relationship stewardship.
Senior Partner Connect
BigBasket.com
08.2015 - 12.2016
- Drove partner onboarding, compliance monitoring, and performance tracking to support rapid marketplace growth.
Business Development Executive
Delvyer Retail Network Pvt. Ltd.
03.2014 - 08.2015
- Expanded B2B retail network and delivered consistent B2C sales through disciplined funnel management and enablement.
- Awarded Best Business Development Executive for outstanding vendor acquisition and engagement outcomes.
Education
Master of Business Administration (MBA) - Marketing & Human Resource Management
Bangalore University
Bangalore, India01-2014
Bachelor of Commerce (B.Com.) - undefined
Utkal University
01-2012
Skills
P&L Ownership & Cost Optimization
Last-Mile & Supply Chain Operations
Quick Commerce (Q-Commerce)
Dark Store Launch & Scale
Warehouse & Inventory Management
Fleet Operations
Vendor & 3PL Management
Accomplishments
- FY2024 — Bengaluru: 4% positive contribution to overall city P&L (BigBasket) — highest Pan-India.
- 2022 — Kolkata: Best Operations Head Pan-India; achieved 100% of all operational metrics.
- Ranked #1 City Operations Head Pan-India (Kolkata).
- Recognised as Top TPL Partner Nationwide (BigBasket Express Business).
- Awarded Best Business Development Executive (Delvyer Retail Network).
Certification
NCC 'C' Certificate
Timeline
Head of Operations
Home Run
01.2026 - Current
City Business Head
BigBasket.com
06.2023 - 12.2025
Head of Operations
BigBasket.com
08.2020 - 05.2023
Head of Marketing & Sales
BigBasket.com
11.2018 - 07.2020
Sales Head
BigBasket.com
08.2018 - 11.2018
National Logistics Coordinator – Express Business
BigBasket.com
01.2017 - 07.2018
Senior Partner Connect
BigBasket.com
08.2015 - 12.2016
Business Development Executive
Delvyer Retail Network Pvt. Ltd.
03.2014 - 08.2015
Bachelor of Commerce (B.Com.) - undefined
Utkal University
Master of Business Administration (MBA) - Marketing & Human Resource Management
Bangalore University