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Freight - Program Manager (Ops Performance)

Freight - Program Manager (Ops Performance)

ProzoIN
7 days ago
Job description

Salary : Competitive / Paid in Indian Rupee . INR / Annual Recommended Quick Links

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What You Should Know About This Job

Role Overview :

As a Freight Ops Lead, you will be responsible for managing the end-to-end operations of Prozo's D2C Freight vertical. This is a high-ownership role focused on execution excellence, service performance, process adherence, and cross-functional collaboration. You will be instrumental in ensuring operational scalability, customer satisfaction, and service consistency as the D2C vertical continues to grow. You will work closely with the supply-side lead (responsible for vendor aggregation and onboarding), the sales team, the Control Tower, and product / tech teams to deliver a seamless freight experience to our clients. This vertical operates within the broader Prozo Logistics Network (PLN), encompassing various freight types.

Key Responsibilities :

  • Freight Operations Management
  • Manage day-to-day operations of D2C shipments including pickup, linehaul, transshipment, and final delivery for both appointment and non-appointment shipments.
  • Ensure process compliance, documentation accuracy, and timely handovers across all legs of movement.
  • Service Performance & SLA Adherence
  • Monitor and ensure adherence to client SLAs including TAT, Ensure delivery of seamless client onboarding and execution FTR (First Time Right).
  • Drive initiatives to minimize delivery failures, delays, and improve overall service quality.
  • Process Improvement & RCA / CAPA
  • Lead root cause analysis (RCA) for service failures, delays, and delivery issues.
  • Develop and implement corrective and preventive actions (CAPA) to eliminate recurring issues.
  • Client Implementation & Operational Readiness
  • Coordinate with sales and implementation teams to ensure operational preparedness for new client go-lives.
  • Establish SOPs and execution plans tailored to specific client requirements.
  • Team Management & Performance
  • Lead and mentor the D2C Freight operations team; ensure role clarity, accountability, and performance alignment.
  • Foster a culture of ownership, responsiveness, and continuous improvement within the team.
  • Control Tower & Visibility Enablement
  • Collaborate with the Control Tower team to ensure real-time tracking and proactive exception management.
  • Use dashboards and data analytics for performance reporting and decision-making.
  • Cross-functional Collaboration
  • Work closely with supply, tech, product, and sales teams to ensure seamless and customer-centric operations.
  • Provide operational inputs during commercial discussions, product enhancements, and capacity planning.
  • Data-Driven Decision Making
  • Analyze operational data to identify trends, bottlenecks, and opportunities for optimization.
  • Build and track key metrics / KPIs to ensure operations are aligned with strategic goals.
  • Qualifications & Experience :

  • 5-10 years of experience in logistics and supply chain management, with at least 5 years in D2C Freight Operations management role
  • Deep understanding of D2C freight movement, regional nuances, and operational intricacies.
  • Strong problem-solving and analytical skills, especially around service failures and RCA / CAPA.
  • Ability to manage distributed teams and lead with ownership in a fast-paced environment.
  • Excellent communication and coordination skills for cross-functional stakeholder management.
  • Comfortable with logistics technology, dashboards, and operational tools.

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