Position Overview:

The Manager eCommerce Product, Process Excellence & Technology Enablement will serve as a strategic specialist within the Process Engineering function, supporting the growth, transformation and continuous improvement of Blue Dart's eCommerce business.

The role will focus on identifying opportunities for product enhancement, technology enablement, process optimization and service quality improvement across the eCommerce ecosystem. Working closely with Operations, Technology, Product, Commercial and Customer Service teams, the position will help develop scalable solutions that support business growth while improving customer and consumer experience.

The role will act as a key enabler in driving initiatives related to COD optimization, delivery strike-rate improvement, Return-to-Origin (RTO) reduction, forecasting, analytics, operational digitization and process innovation.

Job Purpose:

To support the growth and transformation of Blue Dart's eCommerce business through product innovation, process excellence, technology enablement, operational analytics and continuous improvement initiatives that enhance customer experience, improve operational performance and support scalable business growth.

Key Roles & Responsibilities:

eCommerce Product & Service Enhancement

- Support the development, enhancement and implementation of eCommerce products and service offerings aligned with market and customer requirements.
- Conduct market intelligence and competitive benchmarking across the eCommerce logistics ecosystem.
- Identify opportunities for service differentiation and product innovation.
- Support business case development for new products, services and process initiatives.
- Work with business stakeholders to translate customer requirements into operational solutions.

Technology Enablement & Digital Transformation

- Partner with Technology teams to define and document business requirements for enhancements within C2NG, Delivery App and other operational platforms.
- Support implementation of technology-driven initiatives that improve customer experience and operational efficiency.
- Identify automation opportunities across eCommerce operations.
- Evaluate emerging technologies and recommend adoption of relevant solutions.
- Ensure alignment between business requirements,



operational processes and technology capabilities.

COD, Consumer Experience & Returns Optimization

- Drive initiatives focused on improving delivery strike rates and reducing delivery failures.
- Support implementation of strategies aimed at reducing Return-to-Origin (RTO) shipments.
- Analyse Cash-on-Delivery (COD) shipment performance and identify opportunities for process improvements.
- Evaluate consumer behaviour trends and recommend interventions to improve delivery outcomes.
- Support continuous improvement initiatives focused on enhancing the end-consumer experience.

Forecasting, Planning & Business Analytics

- Develop analytical frameworks and planning tools to support business decision-making.
- Analyse shipment trends, demand patterns, customer behaviour and operational performance metrics.
- Support volume forecasting and network readiness planning.
- Design dashboards and reporting frameworks that provide actionable business insights.
- Provide recommendations based on data analysis to improve business performance.

Process Excellence & Continuous Improvement

- Conduct detailed process reviews to identify operational gaps and improvement opportunities.
- Lead and support continuous improvement projects across the eCommerce business.
- Benchmark industry best practices and evaluate opportunities for implementation within Blue Dart.
- Drive standardization and governance of key eCommerce operational processes.
- Support implementation of process enhancements to improve service quality and operational efficiency.

Stakeholder Management & Cross-Functional Collaboration

- Collaborate closely with Operations, Technology, Commercial, Product, Customer Service and Finance teams.
- Facilitate alignment between customer requirements, operational capabilities and technology solutions.
- Support strategic initiatives requiring cross-functional coordination and execution.




- Engage with internal stakeholders to drive adoption of new processes, products and technology solutions.

Qualifications & Experience:

Education

- Bachelor's Degree in Engineering, Supply Chain Management, Logistics, Business Administration, Statistics, Technology or related disciplines.
- MBA or Post Graduate qualification in Management preferred.

Experience:

- 5–7 years of relevant experience in eCommerce logistics, express logistics, supply chain, product management, process excellence, business analytics, network planning or technology-enabled operations.
- Experience with leading eCommerce logistics organizations such as Delhivery, Shadowfax, Xpressbees, Ecom Express, Amazon Logistics, Flipkart Logistics or similar organizations preferred.
- Experience in product development, process transformation, operational excellence or technology implementation initiatives.
- Strong understanding of last-mile operations, delivery networks, COD processes and customer experience management.
- Experience working across cross-functional teams in rapid-paced business environments.

Skills & Capabilities:

Technical Skills:

- eCommerce Logistics & Last-Mile Operations
- Product Development & Service Design
- Process Excellence & Continuous Improvement
- Business Analytics & Data Interpretation
- Forecasting & Capacity Planning
- Technology Requirement Gathering
- Automation & Digital Transformation
- Project & Program Management
- Dashboarding & Reporting Tools
- Operational Performance Management

Key Competencies:

- Strategic Thinking
- Analytical Problem Solving
- Innovation & Continuous Improvement Mindset
- Customer Centricity
- Stakeholder Management
- Influencing & Collaboration Skills
- Agility & Adaptability
- Execution Excellence
- Result Orientation

Role: Operations - Other, Industry Type: Courier / Logistics, Department: Customer Success, Service & Operations, Employment Type: Full Time, Permanent Role Category: Operations Education UG: B.B.A. / B.M.S. in Supply Chain Management, Any Graduate Key Skills Skills highlighted with ‘‘ are preferred keyskills eCommerce LogisticsProduct Management Last Mile OperationsProcess ExcellenceLogistics Operations3PlOperational ExcellenceDigital Transformation

📌 Manager - eCommerce Product (Operations) (Mumbai)
🏢 Blue dart
📍 Mumbai