Job
Description
Build & Lead Control Tower Function Design and set up a high-performing Control Tower team, processes and infrastructure from scratch. Define SOPs, SLAs, real time alert systems, and dashboards for end-to-end supply chain visibility. Real-time Monitoring & Execution Monitor order journey across all supply chain touchpoints — fulfillment, shipping, delivery, and returns — across 20+ cities. Track daily operations and SLA adherence using dashboards and data tools. Exception & Incident Management Set up systems to detect, triage, and resolve order/delivery exceptions. Drive root cause analysis and resolution for service failures or escalations. Customer Experience Management Partner with Customer Support and CX teams to ensure timely resolutions and preemptive communication for impacted orders. Optimize performance to reduce RTOs, late deliveries, cancellations, and customer escalations. Analytics & Continuous Improvement Use data to identify trends, operational bottlenecks, and improvement areas. Generate performance reports, insights, and recommendations for leadership review. Tooling & Automation Build and automate dashboards and trackers to streamline monitoring and reporting. Collaborate with Product and Tech teams to integrate visibility tools and analytics solutions. Stakeholder Management Work with internal teams (Logistics, Planning, Procurement, Product, Tech, Warehousing) and external partners to drive service performance. Act as the single point of accountability for operational execution and issue resolution. Key Requirements 6+ years of experience in e-commerce supply chain operations or logistics, with 3–5 years in a control tower or centralized monitoring role. Experience in leading a team is must Strong understanding of end-to-end e-commerce operations including warehousing, transportation, last-mile, and returns. Ability to perform multiple tasks, adjust quickly in short time frame with limited direct supervision Ability to work flexible hours if necessary (all shifts) can apply first principles thinking to solve problems Proven experience in building and scaling control tower teams/processes. Highly analytical with hands-on experience in: Advanced Excel (dashboards, modeling, pivots, VBA/macros) SQL (data extraction, query building, reporting) Python (preferably for automation, data manipulation, or analysis) Experience in working with data visualization tools (Power BI/Tableau/Looker, etc.). Excellent problem-solving and cross-functional collaboration skills. Experience in pharma/healthcare logistics is a plus. Show more Show less
