Manager - Control Tower/Customer Operations - IIT/NIT/BITS

Responsibilities:

- Completely own customer operations through control tower-led streamlined operations

- Program manage with cross functional teams (Operations, Sourcing, Retail, etc.) to resolve time critical issues

- Anchor sale event readiness across supply chain and customer functions

- Define control tower playbook and execute KPI-driven adherence by all stakeholders

- Drive visibility of supply chain metrics through detailed dashboarding

- Highlight anticipated breaches and liaison with respective teams to undertake proactive corrective measures

- 24x7 support to business across all customer facing roles

- Own execution of process and technology changes across all customer facing and order processing teams

- Accountable for customer RCAs and cross-functional improvements derived from the same

Background and Functional Experience:

- Previous experience in Operations function is a must

- Experience in large scale B2C businesses would be preferred

- BE from premier college; MBA would be a plus

- Minimum 3 years of relevant experience; 1+ years experience in people management role

Competencies required for Success in This Role

- Strategic Planning

- ERP & MRP

- Data Analysis

- Problem Solving and Ability to navigate through complex situations