Assistant Manager Control Tower & Escalation Management

Shadowfax Technologies

3 - 6 years

6 - 9 Lacs

bengaluru

Posted:None| Platform:

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Skills Required

control tower operations escalation management delivery operations express logistics command center operations fleet management e-commerce logistics supply chain management 3pl operations parcel / courier operations first mile / mid mile / last mile

Work Mode

Work from Office

Job Type

Full Time

Job Description

hands-on Control Tower professional

Responsibilities:

Monitor real-time operational dashboards to detect exceptions, delays, and SLA breaches.
Handle
end-to-end escalations
, ensuring quick and effective resolution.
Perform
root cause analysis
and implement preventive actions.
Coordinate with ground operations, hubs, vendor partners, and cross-functional teams.
Prioritize and resolve operational issues based on service impact.
Prepare and present
WBR / MBR
reports with actionable insights.
Drive process improvements to enhance on-time performance and operational efficiency.
Ensure strict adherence to SOPs, compliance, and safety standards.

Required Skills & Experience:

36 years of experience in
Control Tower, Command Center, Escalation Management
, or real-time logistics operations.
Proven ability to
make quick, data-driven decisions
under operational pressure.
Strong coordination and stakeholder management skills.
Proficiency in Excel, MIS, and operational monitoring tools.
Experience in
last-mile delivery, e-commerce logistics, or 3PL environments
.

Preferred Skills:

Exposure to high-volume peak operations (festive sales, mega campaigns).
Process improvement experience (Lean, Six Sigma).
Familiarity with data visualization tools (Power BI, Tableau).

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