Role & responsibilities
Team Leadership & Daily Operational Cadence
People Management: Direct, mentor, and manage a high-performing Control Tower team of 810 members, driving team accountability and performance.
Daily Control Calls: Conduct structured daily syncs and operational calls with hub managers, and peer stakeholders to keep end-to-end processes on track and protect the overall customer experience.
High-Pressure Execution: Operate seamlessly in a rapid-paced and energetic setting, making swift decisions during operational bottlenecks.
Metric Monitoring, SLA Execution & Customer Focus
End-to-End Ownership: Drive and maintain overall zonal performance across all Last Mile Reliability metrics(Breach, Conversion, Pendency,Returns etc)
Customer-Centric Perspective: Approach all operational challenges with a customer-first mindset.
Root Cause Analysis (RCA) & Exception Resolution
Off-Track Metric Resolution: Identify off-track metrics and operational anomalies in real time; conduct rigorous Root Cause Analysis (RCA).
Cross-Functional Ownership:



Take up RCA findings with appropriate ground POCs to implement permanent corrective and preventive actions (CAPA).
Ground & System Logic Mastery
Process Alignment: Maintain a deep operational understanding of both physical ground operations and backend tech system logic.
Strategic Planning & Disruption Management
Proactive Risk Mitigation: Apply strategic thinking and structured planning to anticipate, prevent, and navigate last-minute disruptions .
Data Management, Visualization & Reporting
Manage, organize, and maintain clean, structured data repositories for all zonal last-mile operational records.
Dashboarding & Visualization: Utilize MS Office tools (advanced Excel, PowerPoint) alongside visualization platforms like Power BI or Looker Studio (formerly Google Data Studio) to build and track live operational dashboards.
Leadership Cadence: Prepare, present, and lead regular zonal operational reviews and strategic presentations in executive leadership calls.

📌 Manager Zct Mumbai (India)
🏢 Flipkart
📍 India