Program Manager - Central operation
Bengaluru, IndiaFull-timeEntry · 1-3 years
About this role
About Blitz
Blitz is a leading quick commerce enabler, delivering orders from 60 minutes to Same-Day, helping brands reduce RTOs, increase conversion rates, and drive customer retention. We partner with India’s most loved brands across Fashion, Beauty, and Healthcare to transform delivery speed into a competitive edge.
We're a team of 100+ across 9 cities in India, backed by marquee investors like IvyCap Ventures and India Quotient, with $9M raised to date (including our recent Series A). Blitz is where execution speed meets scalability, and we’re looking for dynamic individuals to grow with us.
Role Objective
To lead a centralized monitoring control tower that ensures 100% SLA adherence across all delivery zones in India. You will be responsible for identifying operational bottlenecks (spikes in demand, rider shortages, serviceability breach) and executing real-time solutions to maintain customer NPS and delivery efficiency.
Key Responsibilities
- Performance Tracking: Monitoring key performance metrics like OTD, FASR across cities and hubs.
- Lost Tracking & Reduction: Track lost shipments through regular reviews, identify high-risk hubs and process gaps, coordinate with operations teams for timely recovery, and drive initiatives to reduce the overall lost rate.
- SLA Tracking: Monitor live dashboards to track shipment ageing, delivery SLA adherence, and dispatch timelines across hubs and clusters.
- Ageing Control: Identify high-ageing shipments (Fresh / Reattempt) and coordinate with ground operations teams to prioritize clearance.
- Lifecycle Visibility: Track shipments across the entire lifecycle—from order creation to final delivery—to prevent SLA breaches.
- Proactively flag shipments approaching SLA breach and drive immediate action plans with field teams
- Act as the central point of contact for operational escalations, ensuring timely resolution with city operations team.
- Analyze repeated SLA misses or backlog creation to identify process gaps and recommend corrective actions
Required Skills & Qualifications
- Experience: 1–3 years in Central Operations, Control Tower, or Logistics (preferably in E-commerce/Q-comm).
- Analytical Rigor: High proficiency in SQL, Power BI/Tableau, and advanced Excel. You must be able to "read" a dashboard like a map.
- Decision Speed: Ability to make high-stakes decisions (e.g., shutting down a city’s operations during a storm) in seconds.