Manager ZCT

Role & responsibilities

1. Team Leadership & Daily Operational Cadence

• People Management: Direct, mentor, and manage a high-performing Control Tower team of 810 members, driving team accountability and performance.
• Daily Control Calls: Conduct structured daily syncs and operational calls with hub managers, and peer stakeholders to keep end-to-end processes on track and protect the overall customer experience.
• High-Pressure Execution: Operate seamlessly in a fast-paced and dynamic environment, making swift decisions during operational bottlenecks.

2. Metric Monitoring, SLA Execution & Customer Focus

• End-to-End Ownership: Drive and maintain overall zonal performance across all Last Mile Reliability metrics(Breach, Conversion, Pendency,Returns etc)
• Customer-Centric Perspective: Approach all operational challenges with a customer-first mindset.

3. Root Cause Analysis (RCA) & Exception Resolution

• Off-Track Metric Resolution: Identify off-track metrics and operational anomalies in real time; conduct rigorous Root Cause Analysis (RCA).
• Cross-Functional Ownership: Take up RCA findings with appropriate ground POCs to implement permanent corrective and preventive actions (CAPA).

4. Ground & System Logic Mastery

• Process Alignment: Maintain a deep operational understanding of both physical ground operations and backend tech system logic.

5. Strategic Planning & Disruption Management

• Proactive Risk Mitigation: Apply strategic thinking and structured planning to anticipate, prevent, and navigate last-minute disruptions .

6. Data Management, Visualization & Reporting

• Manage, organize, and maintain clean, structured data repositories for all zonal last-mile operational records.
• Dashboarding & Visualization: Utilize MS Office tools (advanced Excel, PowerPoint) alongside visualization platforms like Power BI or Looker Studio (formerly Google Data Studio) to build and track live operational dashboards.
• Leadership Cadence: Prepare, present, and lead regular zonal operational reviews and strategic presentations in executive leadership calls.