Executive - Operations (Shiprocket Implant)

Job Details

• Job Title: Executive - Operations (Shiprocket Implant)
• Function: Operations
• Reports To: Regional Operations Head
• Location: Mumbai, Delhi, Bangalore, Kolkata
• Travel Required: 25%, 50%, 75%

Job Summary

The Executive Operations (Shiprocket Implant) serves as the dedicated regional point of contact between Blue Dart and Shiprocket, ensuring seamless execution of operational requirements, service delivery, shipment prioritization, and resolution of customer escalations. The role is responsible for driving key performance metrics, coordinating with regional operations teams, monitoring shipment performance, facilitating exception handling, and providing operational visibility to both Blue Dart and Shiprocket stakeholders. The position plays a critical role in supporting enterprise business growth by ensuring proactive customer engagement, timely issue resolution, and adherence to agreed service standards.

Job Purpose

To act as a dedicated regional operations representative for Shiprocket, enabling effective coordination between customer and operations teams, driving service excellence, managing escalations, monitoring performance metrics, and improving overall customer experience across the region.

Key Roles Responsibilities

• Act as the single point of contact (SPOC) for Shiprocket within the assigned region.
• Build and maintain strong working relationships with Shiprocket operational and business stakeholders.
• Participate in regular review meetings and performance discussions.
• Coordinate with service centres, hubs, gateways and regional operations teams to ensure smooth shipment movement.
• Facilitate shipment prioritization and operational interventions wherever required.
• Support implementation of customer-specific operational requirements within approved SOPs.
• Handle customer escalations related to pickup, delivery, RTO, POD, NDR and service failures.
• Ensure timely closure of escalations through coordination with relevant operational teams.
• Track and communicate resolution status to stakeholders.
• Monitor daily operational performance against agreed service metrics.
• Identify performance gaps and initiate corrective actions.
• Highlight network constraints and operational challenges affecting customer service levels.
• Provide operational visibility and actionable updates to Shiprocket stakeholders.
• Monitor enterprise shipment trends and identify opportunities for service improvement.
• Support peak season planning and enterprise business readiness.
• Track key customer performance indicators and prepare periodic MIS reports.
• Analyse shipment trends, service failures, escalation patterns and operational exceptions.
• Publish dashboards and actionable reports for stakeholders.
• Ensure adherence to Blue Dart operational processes and SOPs.
• Support implementation of customer-specific initiatives approved by management.
• Drive operational discipline and process compliance across locations.
• Coordinate closely with Regional Operations Teams, Service Quality Teams, Hub Gateway Operations, Customer Service Teams, Commercial Teams, Key Account Managers, Shiprocket Operations Team.

Qualifications Experience

• Education: Graduate in any discipline.
• Experience: 2-5 years of experience in Logistics, Courier, Express Distribution, Customer Operations or Supply Chain Operations. Experience in customer-facing operational roles preferred. Exposure to escalation management and service performance monitoring will be an advantage.

Skills Capabilities

Technical Skills

• Express Logistics Ground Operations Knowledge
• Customer Escalation Management
• Shipment Tracking Service Monitoring
• Operations Coordination Process
• MIS Reporting Data Analysis
• Root Cause Analysis
• MS Excel Operational Dashboards

Behavioural Competencies

• Customer Centricity
• Effective Communication
• Problem Solving
• Ownership Accountability
• Collaboration Teamwork
• Decision Making
• Result Orientation
• Adaptability Agility

Key Performance Indicators

• Customer Service Performance
• BPR, RAD, EDD Performance
• Escalation Management
• Escalation Closure TAT
• Shipment Visibility
• Timely Status Updates Resolution Rate
• Service Quality
• Reduction in Service Failures
• Customer Satisfaction
• Stakeholder Feedback Score
• NDR Management
• NDR Resolution Timeliness
• Operational Coordination
• Resolution of Pickup / Delivery Exceptions
• SOP Adherence Audit Compliance
• Accuracy and Timeliness of MIS Reports
• Peak Readiness Customer Engagement Effectiveness

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.