Senior Program Manager Post-Purchase & 3PL Logistics

You will be responsible for managing the end-to-end post-purchase journey on our marketplace in Bangalore. This includes overseeing seller dispatch readiness and 3PL performance, encompassing packing, pickup, in-transit management, delivery, returns, claims, and customer ticket closure. Your primary focus will be to ensure reliability, cost efficiency, and a seamless retailer experience. Your key responsibilities will involve supervising seller-side dispatches to ensure timely packing, order readiness, and minimal out-of-stock situations post-order. You will also be tasked with managing 3PL relationships, holding them accountable for pickup/delivery service level agreements (SLAs), cost effectiveness, and service quality. Furthermore, you will work towards optimizing allocation, reducing transit exceptions, damages, and returns. Collaboration with Operations and Customer Service teams will be essential to lower the contact rate, address WISMO (Where Is My Order) issues, and ensure timely closure of customer tickets. You will be required to track penalty recovery, claims realization, and identify areas of leakage such as lane delays, packer/station misses, and weight discrepancies. To excel in this role, you should have at least 4-7 years of experience in e-commerce logistics, 3PL operations, or supply chain management. A solid understanding of seller dispatch operations, 3PL contracts, on-time delivery (OTD), return to origin (RTO) processes, and cost optimization strategies is crucial. Proficiency in working with dashboards, Excel/Google Sheets is necessary, while knowledge of SQL/Business Intelligence tools would be advantageous. A proactive attitude, effective vendor management skills, and a structured problem-solving approach will be key to your success in this position.,