Senior Manager- RCT

About the Role

Senior Manager Reverse Control Tower

Key Responsibilities

1. Reverse Logistics Strategy & Execution

• Define, lead, and optimize the complete reverse control tower process – returns, pickups, quality checks, routing, and hub-level workflows.
  
• Build scalable SOPs and drive operational standardization across regions.
  

2. Real-Time Control Tower Management

• Own live monitoring of reverse movement: pickups, in-transit shipments, NDR processes, QC status, and delivery partner performance.
  
• Lead quick decision-making to resolve bottlenecks, delays, and escalations.
  

3. Data Analytics & Process Improvement

• Use advanced analytics to identify SLA breaches, cost leakages, operational gaps, and improvement opportunities.
  
• Drive automation, system enhancements, and dashboard improvements in collaboration with tech/product teams.
  

4. Cross-Functional Collaboration

• Work closely with Ops, Supply, Product, Tech, Finance, and Customer Experience teams.
  
• Coordinate with clients/vendors to ensure smooth reverse flow and reduce returns aging.
  

5. People & Stakeholder Management

• Lead a large team across multiple regions—control tower analysts, shift leads, coordinators.
  
• Mentor and build a high-performance culture focused on speed, accuracy, and accountability.
  
• Manage senior stakeholders and influence business decisions with data-backed insights.
  

6. SLA, Quality, and Compliance Ownership

• Own end-to-end SLA performance for reverse operations.
  
• Implement strict quality control checkpoints to reduce TAT and improve customer experience.
  
• Ensure compliance with operational, regulatory, and client standards.
  

7. Cost & Productivity Management

• Track and optimize cost per return, manpower productivity, routing efficiency, and vendor costs.
  
• Identify and execute cost-saving opportunities without compromising service levels.
  

Required Skills & Qualifications

• Degree from a Tier-1/Tier-2 institute (engineering or MBA preferred).
  
• 6–12 years of experience in reverse logistics, control tower operations, SCM, or e-commerce operations.
  
• Strong analytical skills with mastery in Excel, SQL (preferred), and dashboard tools (Power BI/Tableau).
  
• Proven experience in managing large teams and high-volume operations.
  
• Exceptional problem-solving, stakeholder management, and communication skills.
  
• Ability to work in a fast-paced, high-pressure environment with strong decision-making abilities.