ShipDelight Logistics Technologies
Website:
shipdelight.com
Job details:
The Role :
We are looking for a Senior Manager – B2B Express Delivery Operations to own, scale, and govern ShipDelight’s B2B Express vertical. Reporting directly to the COO, this is a high-ownership, high-impact role for a logistics professional who combines strong operational discipline with commercial acumen and a bias for closure.
This role sits at the centre of our courier partner ecosystem, SLA governance, commercial management, and operational analytics — making it foundational to ShipDelight’s ability to scale the B2B Express business profitably and predictably.
Key Responsibilities:
1. Courier Partner & Express Delivery Operations
• Manage B2B Express Delivery operations across ShipDelight’s logistics partner network.
• Build and scale a logistics partner ecosystem aligned to client requirements, geography, and service reliability.
• Drive process discipline across the full shipment lifecycle — booking, pickup, in-transit, delivery, and returns.
• Reduce operational firefighting through structured governance frameworks and escalation protocols.
2. SLA Governance & Service Performance
- Own end-to-end SLA adherence across all operational parameters:
- Pickup TAT & Delivery TAT (OTIF)
- Shipment ageing & scan/POD compliance
- Reverse logistics & return transit TAT
- Escalation response timelines
- Establish structured partner performance reviews and scorecards.
- Proactively identify operational risks, underperforming lanes, hubs, or partners, and drive corrective action.
- Build a closure-oriented, SLA-first operational culture across the team.
3. Commercial Management & Margin Discipline
- Manage logistics partner commercials: pricing adherence, penalties, claims, billing disputes, and shipment profitability.
- Track and improve lane-wise contribution margins, partner-wise efficiency, and penalty recovery.
- Partner with Finance and Reconciliation teams to ensure billing accuracy, dispute closure, and reduction in unrecovered claims.
- Support commercial negotiations and partner rationalisation as required.
4. Escalation Management & Operational Closure
- Serve as the internal owner for all critical logistics partner and operational escalations.
- Drive aggressive closure of ageing shipments, SLA breaches, unresolved scans/POD, and delivery failures.
5. Data, MIS & Operational Analytics
- Build and govern dashboards covering SLA adherence, shipment ageing, partner performance, penalties, claims, cost per shipment, and operational exceptions.
- Drive analytics to improve partner performance, routing efficiency, cost optimisation, and predictability.
- Coordinate with Product/Tech teams for operational visibility improvements, automated reporting, and workflow enhancements.
What We're Looking For:
Experience
- 7–10 years in logistics operations; minimum 3 years specifically in B2B express delivery.
- Hands-on experience in organised logistics or express delivery ecosystems is mandatory.
- Experience scaling operational teams and processes is a strong plus.
Knowledge
- Deep understanding of the express delivery ecosystem and enterprise courier operations.
- Proficiency in SLA management frameworks, logistics commercials, rate structures, and billing/reconciliation.
- Familiarity with aggregator operations, logistics platforms, or API-enabled ecosystems is a bonus.
Skills
- Strong operational management and commercial acumen.
- Sharp negotiation capability with logistics partners.
- Data-driven decision making; dashboard and MIS capability preferred.
Who You Are
- High ownership and closure orientation — you don’t let things drag.
- Commercially prudent — you understand margin and fight for it.
- Process-driven — you build systems, not just fight fires.
- Entrepreneurial mindset with the ability to thrive in ambiguity and ambiguity.
Education
- Graduate in Logistics, Supply Chain, Engineering, or Operations Management.
- MBA preferred.
Why Join ShipDelight
- High-visibility role reporting to the COO with direct organisational impact.
- Own and build the B2B Express vertical from the ground up.
- Work at the intersection of operations, technology, and commercial strategy.
- Fast-growing, founder-led organisation with a collaborative culture.
Click on Apply to know more.