Susheel Malwal
Gurugram
Summary
Focused Team Manager bringing 15+ years of experience in Retail and E-Commerce Industry. Successfully leading target driven and hardworking teams to deliver exceptional customer service continuously. As a Channel Team Lead at Amazon India in Ghaziabad UP, I excel in managing internal and customer-facing metrics for the Delivery Channel. With a successful track record at Future Retail Limited, Devyani International Ltd and Domino's Pizza India. I bring valuable experience to drive operational excellence. I am passionate about expanding my expertise in ecommerce and retail, aiming to contribute to the industry's growth and success. My skills in overseeing metrics, coupled with my dedication to continuous improvement, position me as a key asset in driving operational efficiency and enhancing customer experience.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Operations Manager
Amazon
Gurugram
08.2017 - Current
- Started as Team Lead in Amazon Urban FC, managed end-to-end operations of a 10,000 sq. ft. Fulfilment centre handling over 90k inventory units, 12kSKUs, and 5k daily customer orders while ensuring SLA and quality compliance.
- Led warehouse and last-mile logistics operations, including workforce management, vendor coordination, and management of 180+ delivery vans and bikes for same-day and scheduled deliveries.
- Drove process improvement and operational excellence through Kaizen initiatives, safety compliance with EHS, scalable problem-solving, and performance optimization across warehouse operations.
- Transitioned as Channel Team Lead in Amazon Last Mile, managing multiple 3P delivery stations and pickup hubs (returns + seller pickups) accross UP-West and Uttarakhand, driving partner performance and operational excellence.
- Owned Network Loss (NL) for North Region as a core team member, driving key metrics including DNR CPS and ; consistently maintained performance below IOP targets week-onweek.
- Served as Cluster POC for C-Return FDPS, managing two of India’s highest-volume stations and improving performance from 83.75% to 85.18%, achieving IOP goal (85%).
- Managed IHS (In-House Stores) and DSP (Delivery Service Partner) channels, optimizing last-mile delivery success rates, routing efficiency, and customer experience.
- Transitioned to Area Manager (Middle Mile & Sort Center) in Aug' 2024, quickly ramping up and demonstrating strong adaptability, ownership, and stakeholder management.
- Currently leading Sort Centre operations at Jamalpur, HR. driving TPH (Throughput per Hour), workforce planning, and real-time performance management in a high-volume environment.
- Own headcount planning and scheduling, aligning the workforce with dynamic volume forecasts to ensure cost efficiency and SLA adherence.
- Monitor network health across middle-mile and last-mile interfaces, proactively resolving bottlenecks, and ensuring seamless flow across the supply chain.
- Drive continuous improvement initiatives across sorting, routing, and transportation processes, enhancing productivity, reducing defects, and improving turnaround time.
Store Manager
Future Retail Limited
07.2016 - 07.2017
- Sales management (sales target achievement strategy/analysis & plan, P&L calculation and cost control)
- Inventory management
- Shrink Control by regular Checks, achieved lowest .1% Shrink in 2 consecutive Stock Take
- Coaching & training Associates to maximize the performance in customer service/margin growth and daily tasks like reports and checklist
- Increase customer satisfaction and bottom-line margin by expanding product line, effective price communication and building loyalty club membership
- Worked as a Buddy Area Coach, Helped and Guided 4 KBFP stores turn into Easyday Stores
- Successful launch of FnV in Easyday store and achieved avg sale of 16k in 4 months
Restaurant Manager
Devyani International Ltd.
Lucknow
10.2013 - 06.2016
- Company Overview: Lucknow
- Maintaining all COS on daily wise to make the brand more profitable and customer/service oriented
- Sales management (sales target achievement strategy/analysis & plan, P&L calculation and cost control)
- Team management (staffing, duty allocation motivating staff towards growth and sales, executing people development program)
- Vendor Management
- Lucknow
Team Member (Operations)
Domino's Pizza
08.2010 - 10.2013
- Began as Safe delivery personnel in 2010, advanced to Associate Manager role by 2012
- Total handling of one restaurant (Domino's outlet), making all report like, Food Cost, Variance of Food Cost, Projection of month, Daily based data, weekly and monthly sales data, Taking care of indent of food items(on every 2nd day) from commissary, checking inventory, profit and loss
- Taking interview of new team member, preparing Roster, Taking Care of Home Delivery, LSM (Local Store Marketing) and CRM (Customer Relationship Management) Activity
- Completed opening, closing and shift change tasks in full to promote store efficiency
- Active participation in training of the team
- Worked at 3 different stores holding different responsibilities in cities like Lucknow, Gwalior and Varanasi
- Provided various improvements in the company through the SANKALP process
Education
Graduate B.Com -
Bundelkhand University
01-2012
12th -
Army Public School
Almora, Uttarakhand01-2008
10th -
Maharishi Vidya Mandir
Almora, Uttarakhand01-2005
MBA
OP Jindal Global University
Sonipat, IN-HRSkills
- Supply chain and Logistics coordination
- Resource management
- Process optimization
- Delivery Operations Management
- Retail Sales Management
- Inventory management systems
- Data analytics
- Health and Safety regulations
- Outstanding customer service
- Team leadership
Personal Information
- Date of birth: 12/17/88
- Nationality: Indian
Certification
- LEAN Excellence Program certified (Amazon Internal)
- LSSYB Certified. (Amazon Internal)
Timeline
Operations Manager
Amazon
08.2017 - Current
Store Manager
Future Retail Limited
07.2016 - 07.2017
Restaurant Manager
Devyani International Ltd.
10.2013 - 06.2016
Team Member (Operations)
Domino's Pizza
08.2010 - 10.2013
Graduate B.Com -
Bundelkhand University
12th -
Army Public School
10th -
Maharishi Vidya Mandir
MBA
OP Jindal Global University