Manager - Customer Solutions (Tech product)

Hi,

We are pleased to invite you to apply for the for the Manager position in our marketing team.

The Manager Customer Solutions (Tech Products) will lead the development, management, and optimization of customer-facing and internal-facing technology solutions. This role will focus on maintaining a cutting-edge product portfolio, aligning with market demands, and ensuring operational efficiency. The incumbent will serve as a key liaison between business stakeholders and technical teams, ensuring seamless delivery of innovative solutions that meet customer needs and drive continuous improvement.

The role is responsible for overseeing the entire lifecycle of tech productsfrom conceptualization and development to deployment and performance monitoring. By leveraging market insights, technology advancements, and strong collaboration skills, the Manager Customer Solutions (Tech Products) will ensure that Blue Dart remains competitive, customer-centric, and operationally efficient.

Key Responsibilities

Product Management & Strategy

• Define and articulate the product vision, strategy, and roadmaps for both customer-facing and internal-facing solutions in alignment with business goals and market demands.
• Conduct market research and competitive analysis to identify opportunities for product/solution differentiation and growth.
• Stay informed on industry trends and technological advancements to keep solutions innovative and relevant.
• Collaborate with stakeholders to prioritize product features, enhancements, and new development initiatives.

Customer-Centric Solutions

• Engage with customers to understand their pain points, gather feedback, and translate insights into actionable product/solution specifications.
• Ensure that solutions enhance customer experience, satisfaction, and engagement.
• Act as the primary point of contact for customer-related technical inquiries and escalations.

Process Optimization & Technology Integration

• Identify inefficiencies in current workflows and propose tech-driven solutions to enhance productivity.
• Collaborate with cross-functional teams to integrate advanced tools and systems.
• Lead efforts to streamline internal processes, ensuring scalability and reliability of solutions.

Collaboration & Leadership

• Partner with engineering, sales, marketing, and operations teams to deliver high-quality tech products.
• Serve as a bridge between technical and non-technical stakeholders to align on goals, deliverables, and expectations.
• Mentor junior team members, fostering a culture of innovation and continuous improvement.

Performance Monitoring & Data-Driven Decision Making

• Define key performance indicators to measure product success and impact along with the ROI.
• Analyse data to identify opportunities for growth, optimization, and improved user experience.
• Leverage insights to continuously refine product strategies and ensure value delivery.
• Present product/solution updates, performance metrics, and strategic recommendation to senior leaderships and stakeholders.

Innovation & Market Positioning

• Introduce innovative solutions to address emerging challenges and opportunities in the logistics industry.
• Ensure that Blue Darts tech product portfolio remains competitive and aligned with market demands.
• Drive strategic initiatives to maintain and expand Blue Darts leadership position in the Indian logistics and courier market.

Technical Skills & Competencies

Core Technical Skills

• Solid understanding of software development processes, technology stacks, and product lifecycle management.
• Proficiency in data analytics, performance tracking, and reporting tools.
• Experience with customer experience platforms, CRM systems, and process automation technologies.

Behavioural Competencies

• Customer-Centric: Dedicated to improving customer experiences and addressing their pain points.
• Strategic Thinking: Capable of aligning tech product strategies with broader business objectives.
• Collaborative: Strong ability to work across teams and foster a cooperative work environment.
• Results-Oriented: Focused on delivering measurable business impact through tech-driven solutions.

We look forward to reviewing your application.