Lead Logistics Operations & customer Experience Specialist

Purpose of the role

Acts as a Subject Matter Expert for Lead Logistics operations across 3PL, 4PL, and DCM processes, driving customer experience, process stability, KPI governance, and continuous improvement through standardization, automation, and data-driven insights.

You will be Responsible for:

• Owning end-to-end Lead Logistics operations post-booking, including shipment execution, documentation, visibility, and reporting across 3PL, 4PL, and DCM workflows.
• Managing complex operational scenarios, exceptions, and customer escalations while ensuring data accuracy and a seamless customer experience.
• Acting as the Subject Matter Expert (SME) for shipment visibility, milestone tracking, vendor coordination, and customer-specific requirements.
• Driving KPI governance across quality, productivity, timeliness, and SLA adherence, while monitoring performance trends and customer outcomes.
• Leading root cause analysis (RCA) for process gaps and recurring issues, ensuring effective implementation of corrective and preventive actions.
• Collaborating with Customer Service, FinOps, and cross-functional teams to ensure smooth supply chain execution and reporting.
• Supporting onboarding, transitions, migrations, hypercare, and stabilization of new business and processes.
• Identifying and delivering automation and AI opportunities by partnering with technology teams for solution design, UAT, and deployment.
• Standardizing SOPs, process documentation, trackers, and knowledge repositories to ensure consistency and audit readiness.

Qualifications

Graduate with 2-4 years of relevant experience in SCM, logistics, freight forwarding or shared services operations.

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