Senior Manager – Operations • Skills: PTL / B2B / Courier operations, negotiations and onboarding • Location: Gurgaon, Sector 65 • Preferred experience: 5-7 years Compensation: INR 6-8 lakhs per annum About the role Lead Yolojet's operations team and own reliable execution across PTL, B2B, courier and appointment-based deliveries. This is a hands-on, high-ownership role combining team leadership, vendor management, fast escalation resolution and customer retention. You will build SOP-led ways of working, improve service performance and help grow business from existing customers through dependable operations. Key responsibilities 1. Lead the team and build SOP discipline • Lead a team of 7-9 people, currently 4 customer Key Account Managers (KAMs) and 3 operations executives, with team size varying by business requirements. Coach the team, set clear responsibilities and daily priorities, and review performance regularly. • Create and implement standard operating procedures (SOPs), escalation paths and checklists. Train the team, check adherence and build accountability for shipment follow-ups, customer updates and issue closure. Fix recurring gaps rather than relying on individual follow-ups. 2. Own customer retention and account growth • Take operational ownership of customers after the sales handover. Understand service requirements, maintain proactive communication and build strong working relationships with customer teams and leadership. • Lead service recovery for at-risk accounts, address repeat complaints and follow through on corrective actions. Work with sales to retain customers and expand business within existing accounts through consistent service. 3. Manage vendor relationships and commercials • Identify, onboard and manage PTL and courier vendors. Negotiate competitive pricing and service terms,



review performance against agreed SLAs and address service gaps with local, regional and senior vendor teams. • Use established industry relationships to manage daily escalations and secure practical support from vendors such as Gati, Delhivery, Ekart, V-Xpress, Rivigo and Safe express etc. 4. Lead daily execution and escalation resolution • Oversee first-mile, mid-mile and last-mile execution, from pickup through delivery confirmation. Act as the senior escalation point for delayed pickups, transit delays, failed deliveries and other shipment issues; drive urgent cases to closure with timely customer updates. • Own appointment-based deliveries, including Quick Commerce and Up-to-date Trade warehouse requirements. Manage slot coordination, documentation and e-way bill compliance, and take timely action to prevent missed appointments. Senior Manager - Operations | 1 Yolojet Internet Services Pvt. Ltd. 5. Build reliable backup transport options • Develop a network of local and regional transporters and small-truck owners across major cities. Arrange suitable backup vehicles when courier services fail, coordinating rates, pickup, delivery and customer communication. 6. Improve systems, reporting and service performance • Become proficient in the internal operations portal and ensure accurate, timely data and team adoption. Identify workflow gaps and suggest practical portal improvements and enhancements to the technology team.



• Use Excel/Google Sheets and operational reports to track team and vendor performance, delivery reliability, appointment adherence, escalation closure, customer retention and costs. Identify root causes and drive corrective action. 7. Control vendor billing and claims • Check vendor and courier invoices for discrepancies against agreed rates, shipments and service terms, and ensure errors are raised and corrected before payment. • Ensure damage and shortage reconciliation and credit notes are obtained from couriers in a timely manner. Make this a standard part of the team's SOP culture, with clear ownership, follow-up and closure tracking. Non-Negotiable Experience and capabilities • Mandatory 4-7 years of relevant experience, with extensive hands-on PTL operations experience at courier/logistics companies or aggregators. • Strong practical knowledge of PTL, B2B, courier and appointment-based delivery operations, including day-to-day issue resolution. • Proven team management skills: coaching people, setting clear expectations, enforcing SOPs and improving accountability and execution. • Established relationships with PTL/courier vendors, plus a useful network of local and regional transporters and vehicle owners. • Strong negotiation and relationship management skills, with the confidence to engage courier leadership and customer leadership directly. • A track record of resolving customer escalations, recovering service issues and helping retain or grow existing customer accounts. • Comfort with technology, internal portals and Excel/Google Sheets; able to turn operational data and frontline feedback into clear improvement actions.

Thanks and regards

Shrankhala

HR Associate

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📌 Senior Manager- Operations (Gurugram)
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