Operations Manager

Location : Dehradun
Email us on in case the job posting is closed: [email protected]

Swift is building a next-generation checkout and fulfilment service for India - a platform rolling up payments and logistics solutions for all fulfilment needs. We allow businesses to provide a customer experience at par with the likes of Amazon and Flipkart, all the while saving money and time. Think of us like Amazon without the website listing - we let our sellers design their own sales channels.
We believe there are many things a seller or small business has to worry about when selling online, logistics/payments etc. shouldn't be one of them. With our solution, SMBs and D2C brands get access to technologies and services like next-day delivery, same-day delivery, live package tracking, Card/Cash on delivery, scheduled delivery etc, making parcel delivery just as simple as collecting payment.
We want to be the #1 checkout platform that is reliable, easy to use and affordable.

Responsibilities:

The primary responsibility of the role is to interface with our 3PL vendors/delivery partners. You would be our point person for all communication with vendor partners, helping us get the best out of our 3PL partners. The candidate is responsible for following up and closing out everyday escalations and ensuring SLA adherence at a macro level. Some of the responsibilities would be as follows-

• Monitor and ensure adherence of operational health and courier performance metrics
• Liaise with account management teams and courier partners to ensure customer escalations are resolved quickly and smoothly
• Carry out weekly/bi-weekly reconciliation to identify SLA breaches and ensure timely closures on the same.
• Prepare performance reports and be a part of business partnership calls with vendors to optimize cost, SLA performance and load diversion

Requirements

We are on the lookout for motivated and driven people who can work without supervision and take initiative. The candidate has to fulfill the following criteria:

• Excellent communication and writing skills. Proficiency in MS Excel is a plus.
• Problem Solving and Handling multiple stressful & complicated situations.
• Exposure to Freshdesk or similar ticket management solution.
• Ability to stay calm under pressure and handle customer escalations with empathy.
• Experience working in either one of the customer support or vendor operations.
• Ability to listen and resolve conflicts with a high level of ownership.

Must Haves

• Expertise in Excel, and Data Visualisation tools like Data Studio/Looker/ Power BI etc.
• Excellent attention to detail. Focus on delivering results and achieving SLA-based targets.
• Basic knowledge of Logistic/Supply Chain domain.
• Good written and communication skills with strong business acumen and operations know how.
• Ability to multi-task and work on a diverse range of requirements simultaneously.
• A curious mind always looking to learn, understand and grow in a fast-paced environment Industry