In the fast-paced world of quick commerce, stories of personal transformation often get overshadowed by the rush of daily demands. When Instamart launched its first POD in Gurugram in 2019, Lokesh Patel was among the initial team members picking products from shelves. Five years later, he mentors over 400 people across multiple cities as a Cluster Operations Manager II at Instamart!
His story exemplifies the growth prospects available within Swiggy’s Instamart operations, which have seen countless POD pickers, delivery partners, and frontline workers rise through the ranks to become future leaders.
When Every Order Counted
Lokesh joined as a POD picker when Instamart was still finding its feet in the quick commerce space. “I was there for the launch of Gurugram’s first POD in the role of a POD picker,” he recalls. The role required speed, accuracy, and the ability to handle pressure – skills that would prove invaluable in his career later.
After a year of consistently going beyond his duties and showing initiative to improve processes, Lokesh was promoted to Assistant Store Manager (ASM) and moved to Delhi to launch the capital’s first POD. He emphasizes, “Within six to eight months of becoming the ASM, I got promoted to Store Manager. The writing on the wall was and is clear: every single order counts. That’s the core thought that shaped my work ethic and caught the management’s attention.”
“When I went to Delhi for the first POD launch, my colleagues were also there to support. But I launched the next POD individually. I felt that I could do a lot of work,” he says.
The results speak for themselves. His manager, Utkarsh Maarut, City Head – Instamart, has watched this journey unfold. “From his initial days, it was clear that Lokesh saw every order as a chance to bring joy to customers, not just another task to complete,” says Utkarsh. “He makes sure every store feels like a place where team members are heard and can grow.”
The Troubleshooter’s Playbook
What set Lokesh apart was his approach to problem-solving. As he progressed to Area Manager, he launched Jaipur’s first POD, but his expertise wasn’t limited to launching PODs; he became the go-to person for fixing troubled operations.
He spent 15 days in Bangalore solving operational challenges, 20 days in Chennai addressing local issues, and multiple stints in other cities where problems needed urgent attention.”I had a fair understanding of what needed to be done, and so I was assigned to go to other cities to make ops run better,” he explains matter-of-factly.
Speaking about the language barriers he said, “Language barriers didn’t stop me. In Bangalore, I picked up basic Kannada phrases from local colleagues and team members, learning operational terms on the job to communicate effectively with the on-ground staff. In Chennai, I relied on bilingual team members to bridge communication gaps, and gradually, I found ways to connect with local teams despite the linguistic differences.”
By the time he reached his current role as Cluster Operations Manager II in 2023, Lokesh had launched 50 to 60 PODs across multiple cities, a track record that speaks to his operational expertise and leadership capabilities.
Ground-Truth Advantage
What made this rapid progression possible? Lokesh credits his ground-level experience as the foundation. “When I was a picker, I learned how to solve real-time issues on ground – handling inventory gaps during peak hours, managing when team members didn’t show up. Then, when I became Assistant Store Manager (ASM), I understood how to solve attrition because I knew exactly why pickers leave, how to increase efficiency because I knew which processes actually slow down operations – all those things I learned at ground level,” he reflects.
This understanding of grassroots operations gives him an edge in his current role managing teams across Gurugram and tier-two cities in Haryana like Karnal, Panipat, Sonipat, and Rohtak.
His manager highlights another dimension of Lokesh’s strategic thinking, “Lokesh’s exemplary efforts in overseeing property selection and finalisation in the Haryana region deserve special mention. Over the past five months, he has rigorously evaluated dozens of properties, resulting in the strategic approval of multiple sites while thoughtfully rejecting others that didn’t meet standards.. He recognizes the lasting impact of site selection on a pod’s success and prioritizes sustainable growth over short-term convenience.”
The 2.5-Minute Mindset
In Instamart’s world of quick deliveries, where orders must be processed in 2.5 minutes, real-time problem-solving becomes critical. Lokesh identifies this as the key skill for anyone wanting to grow within Swiggy’s operations. “If you are a real-time problem solver and can solve ground-level problems quickly, you can grow,” he explains. “This skill becomes the foundation for everything else.”
This mindset helped him tackle one of his most challenging assignments – a double-floor POD in Noida that was facing multiple operational issues. “My colleagues were facing a lot of problems. There were numerous escalations from the central level. We solved it in 10 days,” he recalls. His solution was typical of his approach: motivate the demotivated team by showing them clear career progression paths, address manager-level issues, and fix inventory problems. “The biggest thing to motivate them is showing them the next level. I tell them exactly what they need, and when they see that the path is real and achievable, their energy changes completely,” he says.
Thinking Like a Founder
When asked about the Swiggy value that resonates most with him, Lokesh didn’t hesitate: “Founder Mentality”. Having launched dozens of PODs from scratch across multiple cities, this philosophy has become second nature to him.
Looking ahead, Lokesh has set his sights on becoming a Deputy City Head. He’s actively preparing for this role by developing communication skills, learning dashboard and software systems, and taking on broader ownership responsibilities that span city-wide operations.
Building Leaders from the Ground Up
Lokesh Patel’s journey at Swiggy showcases the true essence of growth and leadership. Starting as a POD Picker, he embraced every opportunity to learn and develop his skills. His ascent to Cluster Operations Manager II reflects not just his commitment but the values that Swiggy stands for.
“If I can do it, everyone can do it,” he tells his team members, embodying the growth mindset.
Today, Lokesh directly manages 15 people and oversees approximately 400 team members through his store managers. His leadership philosophy is simple: outline their growth trajectory.
Of the 20 people who worked in his first Delhi store – pickers and loaders – every single person got promoted to a managerial position within a year. Some have even become store managers, while others have risen to become Cluster Operations Managers themselves.
Looking ahead, Lokesh aims to continue driving success while mentoring aspiring leaders within the organisation. He embodies what it means to grow with purpose, a principle deeply rooted in Swiggy’s mission.
As he paves the way for future talent, Lokesh Patel symbolizes the power of dedication and ambition in achieving remarkable milestones at work.
