Lead 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
- Lead the team and build SOP discipline
- Own customer retention and account growth
- Manage vendor relationships and commercials
- Lead daily execution and escalation resolution
- Build reliable backup transport options
- Improve systems, reporting and service performance
- Control vendor billing and claims
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 explicit improvement actions