Operations Executive-Control tower

About the Role

As an Operations Executive – Control Tower, you will be responsible for ​real-time monitoring of shipment performance, driving D0/D1 closures, managing operational pendencies, and ensuring SLA adherence across hubs and delivery locations.

Key Responsibilities

• Monitor SDD & NDD Performance: Track shipment movement and operational performance across hubs/sites to ensure shipments are processed and delivered within defined SLAs.
• Drive D0 Performance: Take ownership of D0 performance by identifying pending shipments, operational bottlenecks, and SLA breaches and driving timely resolution.
• Control Tower Monitoring: Monitor key operational metrics and exceptions on a real-time basis and proactively highlight risks that can impact delivery performance.
• Day-End Closure: Own day-end shipment closure through structured daily tracking and ensure maximum possible shipment clearance before the end of the operating cycle.
• Performance Review Calls: Conduct structured performance review and cadence calls with PAN-India operational teams, highlighting gaps, pending shipments, and action items.
• LM Pendency Management: Drive Last Mile (LM) pendency end-to-end by coordinating with relevant teams and ensuring timely resolution and closure.
• Root Cause Analysis: Analyze recurring operational issues, identify root causes, and work with teams to implement corrective and preventive actions.
• Performance Analytics: Track daily performance trends and prepare actionable insights around D0/D1, pendency, SLA adherence, shipment clearance, and other operational KPIs.
• Cross-Functional Coordination: Collaborate with Hub Operations, City Operations, Last Mile, Customer Experience, Product, and other internal teams to resolve operational challenges.
• Escalation Management: Proactively escalate critical operational issues and ensure timely follow-up until resolution.
• Process Improvement: Identify process gaps and recommend improvements that can increase shipment clearance, reduce pendency, and improve overall delivery performance.
• Operational Stabilization: Support initiatives aimed at improving consistency and stability of operations across hubs and delivery locations.
• Daily Reporting: Maintain accurate trackers and dashboards and share daily performance updates, critical gaps, and closure status with relevant stakeholders.

What We’re Looking For

• Bachelor's degree and Minimum 1 years of relevant working experience
• Should be numbers-driven, team-oriented, have the desire to participate in change, and appreciate a dynamic environment with rapidly changing priorities.
• Highly motivated, ownership attitude candidate who is willing to take complete responsibility for the role.
• Willing to work in rotational shifts and on public holidays.