Director / Senior Director - Control Tower Operations (Pan India)
Location: Bangalore
Role Overview
We are looking for a highly analytical and execution-driven leader to build and scale Zepto's Central Control Tower Operations across India. This role will act as the command center for real-time operations, enabling data-driven decision-making, proactive issue resolution, and end-to-end visibility across the supply chain.
The ideal candidate will combine strong program management, data expertise, and problem-solving ability to drive operational excellence at scale.
Control Tower functions typically serve as a central hub for visibility, analytics, and decision-making across the supply chain , making this role critical for speed, efficiency, and customer experience.
Key Responsibilities
1. Control Tower Leadership & Strategy
- Own and lead the Central Control Tower Operations across all cities in India
- Define and scale the operating model, governance, and escalation frameworks
- Build a 24/7 monitoring and response system for operational performance
- Drive standardization of processes, KPIs, and reporting across regions
2. Program Management (Core Requirement)
- Lead large, cross-functional programs spanning supply chain, operations, tech, and analytics
- Drive long-term strategic initiatives to improve reliability, speed, and cost efficiency
- Own execution of key org-wide initiatives with clear milestones and outcomes
- Partner with Product & Tech teams to build scalable control tower capabilities
3. Data & Analytics (Core Requirement)
- Own end-to-end data visibility across the organization
- Drive data extraction, analysis, and insight generation for decision-making
- Build advanced dashboards, reports, and real-time monitoring systems
- Leverage analytics for forecasting, bottleneck identification, and optimization
- Establish and track KPIs (SLA, fill rate, delivery TAT, cost metrics, etc.)
4. Problem Identification & Resolution (Core Requirement)
- Identify systemic issues across the supply chain using data and trends
- Lead root cause analysis (RCA) and implement corrective actions
- Enable proactive exception management and risk mitigation
- Drive continuous improvement initiatives across fulfillment, middle mile, and last mile
5. Dashboarding & Org Visibility (Core Requirement)
- Build and maintain centralized dashboards for leadership and operational teams
- Ensure real-time visibility of operations across all nodes (warehouses, riders, cities)
- Translate data into actionable insights for business stakeholders
- Democratize data access across the organization
6. Cross-functional Collaboration
- Act as the single source of truth for operational performance
- Partner with Supply Chain, Ops, Category, CX, Finance, and Tech teams
- Drive alignment across stakeholders for faster decision-making
- Manage internal and external escalations effectively
7. Team Leadership
- Build and lead a high-performing team of program managers, analysts, and operators
- Develop talent and create a culture of ownership, speed, and data-driven thinking
- Manage large, distributed teams across geographies
Ideal Candidate Profile
Experience
- 10 to 18+ years of experience in:
- Supply Chain / Operations / Control Tower / Central Ops
- E-commerce, Q-commerce, FMCG, or high-growth startups preferred
- Proven experience in leading large-scale, multi-city operations
- Strong track record in program management and execution at scale
Core Skills
- Strong data orientation (Excel, BI tools, dashboards)
- Exceptional problem-solving and analytical thinking
- Deep experience in program management & stakeholder management
- Ability to derive insights from large datasets and drive action
- Experience in building dashboards and monitoring systems
- Strong understanding of end-to-end supply chain operations
Leadership Traits
- High ownership and bias for action
- Ability to operate in high ambiguity & fast-paced environments
- Strategic thinker with hands-on execution capability
- Strong communication and influencing skills
Why This Role Matters
This role will be instrumental in building Zepto's central nervous system for operations, enabling:
- Faster decision-making
- Reduced operational inefficiencies
- Superior customer experience
- Scalable growth across India
