Operation Executive

Role Overview

The Executive Operations (Shiprocket Implant) serves as the dedicated regional point of contact between Blue Dart and Shiprocket. Responsibilities include ensuring seamless execution of operational requirements, service delivery, shipment prioritization, and resolution of customer escalations.

Key Objectives

• To act as a dedicated regional operations representative for Shiprocket, enabling effective coordination between customers and operations teams.
• To drive key performance metrics, coordinate with regional operations teams, monitor shipment performance, and facilitate exception handling.

Key Responsibilities

Customer Relationship Management: Act as the single point of contact (SPOC) for Shiprocket within the assigned region. Build relationships with operational and business stakeholders and participate in regular review meetings.

Operational Coordination: Coordinate with service centres, hubs, gateways, and regional teams to ensure smooth shipment movement. Facilitate prioritization and support implementation of customer-specific requirements.

Escalation Management: Handle escalations related to pickup, delivery, RTO, POD, NDR, and service failures. Ensure timely closure through coordination with relevant operational teams.

Service Performance Monitoring: Monitor daily performance against agreed metrics, identify gaps, initiate corrective actions, and highlight network constraints affecting service levels.

Reporting & Analytics: Track key customer indicators, prepare MIS reports, analyze trends/failures, and publish actionable dashboards for stakeholders.

Process Compliance: Ensure adherence to Blue Dart operational processes and SOPs. Support implementation of approved initiatives.

Qualifications

• Graduate in any discipline.

Experience Requirements

• 2-5 years of experience in Logistics, Courier, Express Distribution, Customer Operations, or Supply Chain Operations. Experience in customer-facing operational roles is preferred.

Skills & Competencies

Technical: Express Logistics knowledge, Escalation Management, Shipment Tracking, MIS Reporting, Root Cause Analysis, MS Excel.

Behavioural: Customer Centricity, Effective Communication, Problem Solving, Ownership, Collaboration, Decision Making.