Operations Manager

2 weeks ago


Chandigarh, Chandigarh, India Prozo Full time

Job Title: Senior Manager/Director

Overview:

In this role, you will lead Prozo's efforts to ensure client success and satisfaction by managing major accounts and overseeing a small team. You will drive client stabilization, handle escalations, and build strong relationships with senior stakeholders while working closely with the CEO's Office.

Key Responsibilities:

  1. Client Liaison: Serve as the primary contact for all client-related requirements and escalations, ensuring seamless service delivery.
  2. Account Reviews: Conduct regular, structured reviews of client accounts to assess service quality and identify improvement areas.
  3. NPS Management: Proactively gather and analyze Net Promoter Scores from clients, implementing strategies to maintain or enhance satisfaction levels.
  4. Account Growth: Strategically identify opportunities for cross-selling and up-selling to enhance service provision and client engagement.
  5. Escalation Resolution: Act as the first response to client escalations, coordinating with regional operations for thorough Root Cause Analysis and effective Corrective and Preventive Actions.
  6. Forecasting: Ensure timely sharing of business forecasts by clients to facilitate optimal service planning and execution.
  7. Standard Operating Procedures: Maintain and improve Standard Operating Procedures post-client onboarding, ensuring adherence and driving procedural enhancements as needed.

Requirements:

  • Education: Bachelor's or higher degree in operations/supply chain management or a related field.
  • Experience: At least 5 years in supply chain and logistics, including warehousing and logistics, with a minimum of 3 years in client management roles.
  • Knowledge: Strong understanding of omni-channel/multi-channel warehousing and logistics operations, including Part Truck Load and Full Truck Load. Experience with D2C Freight is a plus but not mandatory.
  • Leadership: Proven experience in leading and managing teams, with the ability to work effectively with senior leaders across different functions.
  • Background: Candidates with experience in Third-Party Logistics (3PL) will be preferred.
  • Skills: Excellent communication and analytical abilities, with a strong focus on problem-solving and strategic thinking.

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