Job
Description
Control Tower Location-Bangalore About Loadshare: Loadshare Networks is a technology-driven new-age logistics company. We are building an asset light integrated logistics network stitching together SMEs in the logistics sector using a proprietary technology platform. Our technology platforms power all legs of transportation for some of India's largest clients through deep integrations: - On intra city logistics, our tech drives food delivery, quick commerce, e-commerce and grocery for all the majors. - Our intercity technology powers part truck Load, full truck load, linehaul and warehousing for large enterprises. We also build strong supply facing apps and platforms for digitizing lakhs of delivery riders, fleet owners and transporters to build out a fully connected supply chain ecosystem. Founded in 2017, we are a Series C startup backed by Tiger Global, Matrix Partners, Stellaris, CDC and other marquee names. Our tech platform handles half a million shipments a day. We believe there's a 20X opportunity ahead of us in the next few years, and tech is at core for helping us capture this opportunity. Our founders are Raghuram Talluri (CEO, ex- Myntra, McKinsey), Pramod Nair (CTO, ex- Freecharge, Snapdeal, MartMobi) and Rakib Ahmed (Co-Founder, ICICI, Lunate Technologies). Our founding team comprises smart and driven folks from Bain, BCG, Snapdeal, Kearney, DHL, EY and ex-entrepreneurs. To know more about us, visit www.loadshare.net. About the Role: We are seeking a highly driven and analytical Control Tower person to lead cross-functional initiatives focused on improving customer experience, driving operational excellence, and scaling business processes for one of our Quickcommerce clients. The ideal candidate will play a critical role in designing, implementing, and enforcing SOPs to resolve live order issues, perform root cause analyses, and improve operational metrics. Job Responsibilities: 1. Design and implement SOPs to address and resolve live order queries effectively. 2. Establish protocols for thorough on-ground root cause analysis (RCA) and ensure team adherence. 3. Monitor key metrics related to order delivery and customer satisfaction, and drive continuous improvement. 4. Collaborate with cross-functional teams to identify recurring issues and eliminate them at the source. 5. Create feedback loops from ground issues to optimize processes and reduce escalations. Qualification & Experience:- 2-3 years of experience in a similar role, preferably in logistics or customer operations. Strong SOP creation and process enforcement skills. Prior experience in resolving customer queries or issues in real time. Results-oriented with a focus on continuous improvement and metric ownership. Comfortable working in fast-paced, ambiguous, and unstructured environments.
