Executive – Operations

Job Description (JD): Executive – Operations Company: Pocket Parcel Location: Bengaluru Employment Type: Full-time Salary: 15,000/- to 20,000/- Reporting To: Founder & Managing Director Role Overview The Executive – Operations will be responsible for managing and coordinating the day to-day operations of Pocket Parcel, ensuring smooth execution of courier services, partner coordination, customer service efficiency, and internal process compliance. The role requires hands-on operational control with strong reporting and execution discipline. Key Responsibilities 1. Daily Operations Management ● Oversee daily first-mile and last-mile courier operations across partners. ● Ensure timely pickup, transit, and delivery as per defined SLAs. ● Monitor shipment lifecycle including booking, tracking, delivery, RTO, and exceptions. ● Coordinate with hub teams, delivery executives, and partner operations teams. 2. Courier Partner & Vendor Coordination ● Act as the single point of contact for courier partners (Delhivery, DTDC, Blue Dart, India Post, etc.). ● Ensure adherence to commercial terms, service-level agreements, and escalation handling. ● Coordinate onboarding of new courier partners and operational integrations. 3. Customer Support & Issue Resolution ● Oversee customer service tickets related to delays, damages, loss, or billing issues. ● Ensure quick resolution and escalation management to maintain service quality. ● Work closely with tech and support teams to improve customer experience. 4. Process & Compliance Management ● Ensure operational compliance with internal SOPs and statutory requirements. ● Maintain documentation related to delivery executives, vendors, and operations. ● Monitor insurance, KYC, and compliance records for delivery operations. 5. MIS, Reporting & Analytics ● Prepare daily, weekly, and monthly MIS reports on: ■ Shipments booked & delivered ■ Partner-wise performance ■ Revenue vs operational costs ■ Customer complaints & resolutions ● Present actionable insights and operational reports to the Founder. 6. Team Coordination ● Coordinate with delivery executives, hub staff, and backend support teams. ● Support hiring, training, and performance tracking of operations staff. ● Ensure discipline, productivity, and accountability within the operations team. 7. Continuous Improvement ● Identify bottlenecks and recommend process improvements. ● Support automation, SOP refinement, and operational scalability. ● Assist Founder in pilot projects, new city launches, and operational rollouts. Required Skills & Competencies ● Strong operational coordination and execution skills. ● Good understanding of logistics, courier, or supply chain operations. ● Ability to handle multiple stakeholders under time pressure. ● Excellent communication and reporting skills. ● Proficiency in MS Excel, Google Sheets, and basic MIS tools. ● Problem-solving mindset with attention to detail. Preferred Qualifications ● Bachelor’s degree in Business Administration, Operations, Logistics, or related field. ● 1–3 years of experience in logistics, courier operations, e-commerce operations, or service operations. ● Experience working with courier aggregators or logistics platforms is an added advantage. Key Performance Indicators (KPIs) ● On-time pickup and delivery percentage ● Partner SLA adherence ● Customer complaint resolution TAT ● Operational cost optimization ● Accuracy and timeliness of MIS reporting