Shiprocket - Associate Director - Program Head - Last Mile Operations (5-10 yrs)

As the Program Head of Last Mile Operations, you will be responsible for driving key metrics and enhancing the seller experience on the platform. You will focus on continuous improvement, strategic initiatives, and team leadership to optimize last-mile logistics and streamline operations.

Key Responsibilities:

- Optimize Key Metrics: Continuously improve platform metrics such as SLA and EDD adherence through systematic interventions and data-driven strategies.

- Operational Analysis & Initiative Building: Analyze current operations and customer service workflows to identify areas for improvement, develop targeted initiatives, and execute them effectively.

- Program Management: Oversee multiple existing programs (NDR, Serviceability, Pick-up, Escalations) while identifying and launching new programs to enhance last-mile performance.

- Process Improvement: Drive changes to streamline processes and elevate the overall seller experience.

- You will lead a team of 3-4 Program Managers and collaborate closely with VP, Operations to execute the overall process improvement strategy for the Last Mile Operations unit.

Team Leadership:

- You will lead a team of 3-4 Program Managers and collaborate closely with VP, Operations to execute the overall process improvement strategy for the Last Mile Operations unit.

Key Metrics are

- Overall Last mile operations metrics (NDR, SLA, EDD, Non Severability, Pick up performance)

- Seller Experience - Seller NPS and CSAT on operations related issues.

Key Skills Required:

- Entrepreneurial Mindset: A proactive self-starter who identifies opportunities for improvement and drives them to execution with cross-functional teams.

- Analytical Acumen: Strong ability to leverage data and analytics to understand performance levers, identify gaps, and target areas for improvement.