Operations Executive

Job Title: Operation Executive

Role Summary

We are seeking a data-driven operations specialist to join our Last Mile team. In this role, you will act as the critical bridge between delivery partners and customer support, ensuring seamless last-mile deliveries and rapidly resolving customer-facing escalations.

Key Responsibilities & KPIs

Stakeholder Management: Act as the primary liaison between 3PL vendors, ground delivery personnel, and internal CX teams to resolve active delivery bottlenecks and reduce overall customer escalations.

Operational Reporting: Utilize Advanced MS Excel (Pivot Tables, VLOOKUPs, conditional formatting) to track live deliveries, extract logistics data, and prepare accurate daily and weekly performance dashboards.

CX Excellence & Delivery Efficiency: Proactively monitor delivery exceptions to improve On-Time Delivery (OTD) and First Attempt Delivery (FAD) metrics, directly impacting customer satisfaction scores.

Qualifications

13 years of experience in e-commerce, logistics, or CX operations.

High proficiency in MS Excel for building complex operational trackers and analyzing data trends.

Exceptional communication, problem-solving, and cross-functional negotiation skills.

Note : This is a contract role and the duration is for 2.5 months (extended basis on performance and business needs)