Senior Associate - Logistics

Glance - An InMobi Group Company

Founded in 2019, Glance is a consumer technology company that operates disruptive digital platforms including Glance, Roposo, and Nostra. Glance s smart lock screen inspires consumers to make the most of every moment by surfacing relevant experiences without the need for searching and downloading apps. Glance Lock Screen is currently available on over 450 million smartphones worldwide. Roposo is a LIVE platform that is revolutionizing live experiences, through a unique, immersive, creator-led approach. Nostra is the largest gaming platform in India and Southeast Asia, offering gamers engaging ways to discover, play, watch, learn and compete.

Headquartered in Singapore, Glance is an unconsolidated subsidiary of InMobi Group and is funded by Jio Platforms, Google, and Mithril Capital. For more information visit glance.com, nostra.gg, and roposo.com

What should you know about joining Glance

At Glance, we walk the talk - free yourself, dream big, and chase your passion! On joining, you ll have opportunities to make an immediate impact on mission-critical projects, as you work with highly capable and ambitious peer groups.

Be rewarded for your autonomy even as you collaborate. Ideate, innovate, and inspire by leveraging bleeding-edge tech to disrupt consumer experiences.

While you work, we ll take care of nourishing your body, mind, and soul. This includes daily meals, gym, trainings, tech tools, and regular unwind sessions. Also, feel free to bring your kids - even the furry ones - to the office!

Role Overview

We are looking for a dynamic professional to manage last-mile delivery operations at Glance. This role involves overseeing the entire last-mile delivery process to ensure smooth, cost-efficient, and customer-centric operations. The ideal candidate will possess strong people management, problem-solving, and analytical skills to drive performance, enhance delivery efficiency, and achieve key business objectives.

What you will be doing

1. Exceptional Service Delivery: Manage customer inquiries, complaints, and feedback promptly and effectively.
2. KPI Monitoring: Analyze key performance indicators (KPIs) such as response times, resolution times, and quality scores, implementing corrective actions as needed.
3. Data Analysis: Identify trends, defects, and opportunities for improvement in last-mile performance metrics, including COD, prepaid orders, non-delivery reasons, and pickup failures.
4. Insights Recommendations: Provide data-driven insights and actionable recommendations to leadership for enhancing customer experience and operational efficiency.
5. Collaboration: Work with internal stakeholders to troubleshoot issues, optimize processes, and scale customer service systems.
6. Proactive Communication: Engage with customers and stakeholders regarding service updates, delivery timelines, and potential disruptions.
7. MIS Reporting: Prepare and distribute MIS reports to relevant departments for informed decision-making.
8. People Management: Demonstrate strong people management and cross-functional communication skills. The ideal candidate is a self-starter who can execute tasks effectively with minimal supervision.
9. Process Reviews: Conduct daily, weekly, and monthly reviews of operational processes using metrics and reports to identify areas for improvement.

What is expected out of you

1. Experience: 2+ years in last-mile delivery operations, preferably within a D2C or e-commerce environment.
2. Education: A bachelor s degree in Business, Operations, or a related field is preferred (other fields will also be considered).
3. Problem-Solving Analysis: Strong problem-solving and data analysis skills, with a proven ability to drive operational improvements and optimize delivery processes.
4. Customer-Centric Mindset: Ability to understand customer needs and maintain high service standards.