Senior Director - Prime SDD/NDD Operations

OPEN ROLE LAST MILE OPERATIONS :

Senior Director Prime SDD/NDD Operations

Last Mile | Control Tower Operations

Job Title : Senior Director Prime SDD/NDD Operations

Location : Bangalore (HQ)

Reports To : VP Prime Business

Experience : 8-14 years

ABOUT THE ROLE :

Shadowfax is scaling Prime Same-Day and Next-Day Delivery as a core growth engine for e-commerce partners. This role owns the control tower for Prime SDD/NDD driving SLA, cost and rider supply outcomes across regions, while working directly with regional operations leaders and Shadowfax's top leadership to accelerate the growth of the Prime business.

WHAT YOU'LL OWN :

- End-to-end control tower for Prime SDD/NDD real-time visibility, exceptions and escalations across all regions.

- SLA and TAT performance of same-day and next-day delivery operations, with a data-first approach to root-causing misses.

- Cost-to-serve for Prime SDD/NDD working with regional teams to hold cost lines while protecting service levels.

- Rider supply and incentive strategy forecasting demand, structuring incentive payouts, and closing supply gaps with regional ops.

- Business growth for Prime SDD/NDD partnering with Shadowfax leadership to identify and unlock expansion opportunities.

- A 10-20 member control tower team, building their capability to run a metrics-driven, always-on operation.

WHAT WE'RE LOOKING FOR :

MUST-HAVES :

- 8-14 years of experience in e-commerce/quick-commerce control tower or last-mile operations, with at least 3 years leading control tower teams.

- Proven experience owning SDD/NDD performance metrics SLA, cost, and rider supply at a leading e-commerce company.

- Strong track record influencing regional operations teams cross-functionally without direct authority.

- Excellent data skills comfortable working in SQL/Excel-heavy environments and building metrics-driven narratives for leadership.

- Engineering degree from a Tier-1 institute, or MBA from a top-tier B-school.

NICE-TO-HAVES :

- Prior exposure to rider incentive design and gig-economy supply planning.

- Experience presenting directly to CXO-level stakeholders.

- Background in quick-commerce or hyperlocal delivery operations.

OTHER :

- Notice period: immediate to 30 days strongly preferred.

- Moderate travel to regional hubs expected.