Control Tower Manager

Job Description

About Supertails Supertails is a fast-growing D2C startup on a mission to revolutionize pet care in India. We offer a fully digital platform for pet parenting—ranging from pet food and accessories to expert vet consultations. As we scale rapidly, delivering seamless and reliable customer experiences is at the core of our operations. Role Overview We’re looking for a proactive, analytical, and hands-on Control Tower Manager to oversee real-time supply chain performance, ensure proactive issue resolution, and drive continuous improvement across fulfillment, last-mile logistics, and partner coordination. You’ll be the central node of our supply chain—monitoring, managing, and improving day-to-day operations in a highly dynamic environment. If you enjoy making sense of complexity, acting fast, and influencing outcomes, this role is for you. Key Responsibilities Real-time Supply Chain Monitoring: Maintain end-to-end visibility of order flow—from warehouse dispatch to final delivery—using dashboards, alerts, and exception trackers. Issue Resolution & Escalation Management: Act as the first responder for fulfillment failures, delays, inventory mismatches, and courier issues. Escalate and coordinate with internal teams and external partners to drive timely resolution. Performance Analytics & Reporting: Monitor daily KPIs (TAT, fill rate, RTOs, NDRs, delays, etc.). Identify patterns and work on proactive interventions to avoid repeat issues. Stakeholder Coordination: Collaborate with warehouse, CX, planning, category, and logistics partners to align on priorities and ensure customer-centric execution. Process Improvement & Automation: Work with tech/product teams to build tools or automations for alerts, tracking, and efficiency improvement. Crisis Handling: Manage disruptions (weather, system downtimes, partner delays) with a calm, solutions-first mindset. What We’re Looking For 5–8 years of experience in supply chain operations, preferably in e-commerce, retail, or logistics Prior experience in managing control tower functions, fulfillment monitoring, or logistics coordination Strong analytical skills – comfortable with Excel, dashboards, and basic SQL (preferred) Excellent communication and stakeholder management abilities Bias for action, accountability, and hands-on execution Comfortable in a fast-paced, ambiguous, startup-like environment Why Join Supertails? Be part of a purpose-led brand redefining pet care in India High ownership, high impact role with direct influence on customer experience Work with a passionate team that’s building something meaningful from the ground up Culture that encourages learning, speed, and innovation Show more Show less