PTL Logistics - Program Manager (Ops Performance)

Role Overview:

As a PTL Ops Lead, you will be responsible for managing the end-to-end operations of Prozo’s Part Truck Load (PTL) vertical. This is a high-ownership role focused on execution excellence, service performance, process adherence, and cross-functional collaboration. You will be instrumental in ensuring operational scalability, customer satisfaction, and service consistency as the PTL vertical continues to grow. You will work closely with the supply-side lead (responsible for vendor aggregation and onboarding), the sales team, the Control Tower, and product/tech teams to deliver a seamless freight experience to our clients. This vertical operates within the broader Prozo Logistics Network (PLN), encompassing various freight types.

Key Responsibilities:

• PTL Operations Management

• Manage day-to-day operations of PTL shipments including pickup, linehaul, transshipment, and final delivery for both appointment and non-appointment shipments.
• Ensure process compliance, documentation accuracy, and timely handovers across all legs of movement.

• Service Performance & SLA Adherence

• Monitor and ensure adherence to client SLAs including TAT, Ensure delivery of seamless client onboarding and execution FTR (First Time Right).
• Drive initiatives to minimize delivery failures, delays, and improve overall service quality.

• Process Improvement & RCA/CAPA

• Lead root cause analysis (RCA) for service failures, delays, and delivery issues.
• Develop and implement corrective and preventive actions (CAPA) to eliminate recurring issues.

• Client Implementation & Operational Readiness

• Coordinate with sales and implementation teams to ensure operational preparedness for new client go-lives.
• Establish SOPs and execution plans tailored to specific client requirements.

• Team Management & Performance

• Lead and mentor the PTL operations team; ensure role clarity, accountability, and performance alignment.
• Foster a culture of ownership, responsiveness, and continuous improvement within the team.

• Control Tower & Visibility Enablement

• Collaborate with the Control Tower team to ensure real-time tracking and proactive exception management.
• Use dashboards and data analytics for performance reporting and decision-making.

• Cross-functional Collaboration

• Work closely with supply, tech, product, and sales teams to ensure seamless and customer-centric operations.
• Provide operational inputs during commercial discussions, product enhancements, and capacity planning.

• Data-Driven Decision Making

• Analyze operational data to identify trends, bottlenecks, and opportunities for optimization.
• Build and track key metrics/KPIs to ensure operations are aligned with strategic goals.

Qualifications & Experience:

• 5-10 years of experience in logistics and supply chain management, with at least 5 years in PTL Freight Operations management role
• Deep understanding of PTL freight movement, regional nuances, and operational intricacies.
• Strong problem-solving and analytical skills, especially around service failures and RCA/CAPA.
• Ability to manage distributed teams and lead with ownership in a fast-paced environment.
• Excellent communication and coordination skills for cross-functional stakeholder management.

Comfortable with logistics technology, dashboards, and operational tools.