Rohit Singh

About Rohit Singh

I build large-scale supply chain systems where reliability becomes a competitive advantage.I’m currently an Associate Director at Flipkart, leading supply chain design and operations strategy across last-mile delivery, reverse logistics, and after-sales ecosystems in a high-volume e-commerce environment. My work sits at the intersection of platform design, field execution, and unit economics—shaping how complex systems perform under peak load, rapid growth, and real-world constraints.Increasingly, my work has involved designing systems where automation and human judgment must coexist - deciding what to automate, what to keep human-led, and how to prevent silent failure when decision systems scale faster than oversight. I focus on defining decision boundaries, escalation logic, and feedback loops so systems remain reliable under real-world complexity, not just in controlled conditions.My operating belief is simple : The strongest customer experience is the one that never needs recovery.That means designing systems that prevent failure before it reaches the customer—through better flows, clearer decisions, tighter controls, and execution models that scale without becoming fragile.Over the last several years, my role has evolved from improving experience metrics to owning structural outcomes: how deliveries succeed at scale, how reverse flows remain economical, how service operations stay reliable, and how losses are controlled without slowing the business down. A large part of my work involves partnering closely with senior leadership to shape priorities, sequence investments, and manage second-order operational risk—deciding not just what to build, but what not to build.Before Flipkart, I worked in operations transformation consulting at KPMG, helping automotive, logistics, and port organizations redesign service models and execution systems. Earlier, at JSW Steel, I worked in industrial operations and strategy roles, building my foundation in physical systems, throughput constraints, and large-scale process design.Across roles and industries, my operating lens has stayed consistent:Systems over silosPlatforms over projectsRoot causes over symptomsLong-term reliability over short-term opticsI’m especially interested in problem spaces involving supply chain design, platform operations, last-mile reliability, reverse logistics, marketplace systems, and businesses where execution quality is a strategic moat.Always open to thoughtful conversations around building and scaling platform-grade operations.

Experience

1. Associate Director - Supply Chain Design, Operations Strategy & After-sales

   Flipkart

   Jan 2024 — Present

   Enterprise-scale supply chain and operations leader in high-volume e-commerce, spanning last-mile delivery, reverse logistics, after-sales operations, service quality, and loss prevention. Partnered with senior stakeholders to shape priorities and co-own outcomes during peak periods, delivering durable improvements in performance and customer experience.1. Improved peak-event delivery conversion by ~600 bps and reduced reverse-supply-chain failures by ~87% through system-level redesign across planning, CX, and field execution.2. Owned enterprise after-sales and ReCommerce operations, reducing service turnaround by ~75% and improving first-attempt service resolution by ~50% across high-volume categories and brands.3. Stabilized loss and fraud trajectory with a ~9 bps improvement via end-to-end policy, process, risk, and platform controls.4. Strengthened last-mile execution quality, reducing repeat delivery attempts by ~50% and customer escalations by ~40% through redesigned doorstep resolution and exception handling.5. Improved seller experience in reverse flows, lifting External sNPS to 74 by increasing predictability across pickup, grading, reconciliation, and settlement workflows.Key platform system built – Address accuracy & routing engine (order → map validation → routing → field confirmation → feedback loop):a. Reduced misroutes by ~50%b. Improved first-attempt delivery success by ~35%c. Reduced systemic delivery defects by ~30%Known for helping leadership decide what not to do, anticipating second-order operational risk, and reshaping scope and solutions to protect long-term reliability while enabling sustainable growth.

Education

• Gulmohur High School, Jamshedpur

  Math, Science & Computer

  2007

• SPJIMR SP Jain Institute of Management & Research

  PGDM, Strategy, Operations

  2014 — 2016

• Indian Institute of Technology (Indian School of Mines), Dhanbad

  Bachelor of Technology (B.Tech.), Mechanical Engineering

  2007 — 2011

• Purdue University Daniels School of Business

  Master of Business Administration (MBA), Business Strategy

  2015 — 2015

Skills

• Supply Chain Management
• Engineering
• Manufacturing
• Project Planning
• Ansys
• Strategic Planning
• Metallurgy
• Innovation Management
• C++
• Mechanical Engineering
• Business Strategy
• Steel
• Factory