General Manager Operations

📊 Reporting to:

🧠 Experience:

Role Summary:

Key Responsibilities:

Strategic Ops Leadership

• Build and lead the

  pan-India reefer ops team

  —from transport & deployment leads to service engineers.
• Drive performance metrics (TAT, uptime, AMC, cost per unit) and hold teams accountable with

  tight SLAs

  .
• Plan manpower across zones (Low/Mid/High capacity), ensure no service blackout in any geography.

Deployment Control & Execution

• Own end-to-end

  container deployment timelines

  —ensure all units go live within

  12 hours

  of client readiness.
• Monitor and act on

  deployment delays

  , team bottlenecks, and logistics inefficiencies.
• Coordinate with sales, tech, transport, and support teams for seamless rollouts.

Service & Maintenance Leadership

• Enforce

  preventive maintenance schedules

  and cut emergency repairs.
• Reduce service/repair costs by

  20% quarterly

  through smarter vendor management and resource planning.
• Oversee AMC sales conversion—target:

  40%+

  coverage of deployed base.

Client Escalation & SLA Management

• Run a structured client issue handling system:

• Mid severity:

  Resolve < 24 hrs

• High severity:

  Resolve < 48 hrs
• Directly monitor open escalations and

  own the resolution TAT

  .
• Actively reduce client complaints, downtime, and emergency support requests.

System, SOP & Reporting

• Roll out

  live GPS & temperature tracking

  across the entire fleet—ensure 100% tracking uptime.
• Build SOPs and enforce process adherence for container readiness, breakdown, escalation, etc.
• Maintain and drive dashboards:

  Deployment Tracker, Escalation Report, Cost Savings Report

  , AMC Pipeline, Inventory Sync.

Who You Are:

Experience:

• 8–12 years in

  reefer ops, cold chain logistics, pharma/frozen transport, or fleet operations

  .
• Led teams of

  20–50+

  people including field staff, dispatchers, service leads, and vendors.
• Proven record of

  reducing ops cost

  , improving

  SLA compliance

  , and

  upselling AMCs

  or support contracts.

Skills:

• Ruthless with timelines and cost control
• Deep understanding of refrigeration systems, GPS/sensor systems, container health tracking
• Tech-literate: Knows how to extract insights from dashboards, CRM tools, and WhatsApp/field data
• Fluent in English, Hindi (regional language is a plus)
• Calm under fire, fast with decisions, strategic in execution