Executive - Operations (Shiprocket Implant)

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:

• Customer Relationship Management
  • 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.
• Operational Coordination
  • 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.
• Escalation Management
  • 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.
• Service Performance Monitoring
  • 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.
• Enterprise Support & Visibility
  • 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.
• Reporting & Analytics
  • 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.
• Process Compliance
  • 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.
• Stakeholder Management
  • Coordinate closely with regional operations teams.
  • Coordinate closely with service quality teams.
  • Coordinate closely with hub and gateway operations.
  • Coordinate closely with customer service teams.
  • Coordinate closely with commercial teams.
  • Coordinate closely with key account managers.
  • Coordinate closely with Shiprocket operations team.

Qualifications & Experience:

• Graduate in any discipline.
• 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 and ground operations knowledge
  • Customer escalation management
  • Shipment tracking and service monitoring
  • Operations coordination and process management
  • MIS reporting and data analysis
  • Root cause analysis
  • MS Excel and operational dashboards
• Behavioural Competencies
  • Customer centricity
  • Effective communication
  • Problem solving
  • Ownership and accountability
  • Collaboration and teamwork
  • Decision making
  • Result orientation
  • Adaptability and agility

Key Performance Indicators:

• Customer Service Performance - BPR, RAD, EDD performance
• Escalation Management - Escalation closure TAT
• Shipment Visibility - Timely status updates and resolution rate
• Service Quality - Reduction in service failures
• Customer Satisfaction - Stakeholder feedback score
• NDR Management - NDR resolution timeliness
• Operational Coordination - Resolution of pickup and delivery exceptions
• Process Compliance - SOP adherence and audit compliance
• Reporting & Analytics - Accuracy and timeliness of MIS reports
• Enterprise Business Support - Peak readiness and customer engagement effectiveness