Loadshare Networks - Manager - Control Tower

About Loadshare

Loadshare Networks is a technology-driven new-age logistics company. We are India's leading solution for last-mile logistics, impacting millions of lives every day through our extensive network of hubs across the country. With a robust tech foundation and strong operational discipline, we've achieved a CAGR of 114% over the past 6 years.Our technology platforms power all legs of transportation for some of India's largest clients through deep integrations:

• On intra city logistics, our tech drives food delivery, quick commerce, e-commerce and grocery for all the majors.
• Our intercity technology powers part truck Load, full truck load, linehaul and warehousing for large enterprises.
  

We also build strong supply facing apps and platforms for digitizing lakhs of delivery riders, fleet owners and transporters to build out a fully connected supply chain ecosystem.Founded in 2017, we are a Series C startup backed by Tiger Global, Matrix Partners, Stellaris, CDC and other marquee names. Our tech platform handles half a million shipments a day. We believe there's a 20X opportunity ahead of us in the next few years, and tech is at core for helping us capture this opportunity.Our founders are Raghuram Talluri (CEO, ex- Myntra, McKinsey), Pramod Nair (CTO, ex- Freecharge, Snapdeal, MartMobi) and Rakib Ahmed (Co-Founder, ICICI, Lunate Technologies). Our founding team comprises smart and driven folks from Bain, BCG, Snapdeal, Kearney, DHL, EY and ex-entrepreneurs.To know more about us, visit www.loadshare.net.We are looking for a dynamic and detail-oriented Planning and Operations Manager to join our Quickcommerce Last Mile Operations team in Bangalore. This role is critical to ensuring efficient planning, coordination, and execution of our last-mile delivery workforce through both internal and external sourcing channels.

About The Role

We are seeking a highly motivated and process-driven individual to lead our Control Tower team for Quickcommerce business. The ideal candidate will play a critical role in designing, implementing, and enforcing SOPs to resolve live order issues, perform root cause analyses, and improve operational metrics.

Key Responsibilities

• Design and implement SOPs to address and resolve live order queries effectively.
• Establish protocols for thorough on-ground root cause analysis (RCA) and ensure team adherence.
• Monitor key metrics related to order delivery and customer satisfaction, and drive continuous improvement.
• Collaborate with cross-functional teams to identify recurring issues and eliminate them at the source.
• Create feedback loops from ground issues to optimize processes and reduce escalations.
  

Preferred Qualifications

• Prior experience in resolving customer queries or issues in real time.
• Experience managing a small tele-calling or control room team.
  

Skills & Competencies

• Strong SOP creation and process enforcement skills.
• Results-oriented with a focus on continuous improvement and metric ownership.
• Comfortable working in fast-paced, ambiguous, and unstructured environments.
• Ability to manage and motivate a tele-calling or control operations team.
  

(ref:iimjobs.com)