Senior Manager B2B Express Delivery Operations

The Role :

We are looking for a Senior Manager – B2B Express Delivery Operations to own, scale, and govern ShipDelight's B2B Express vertical. Reporting directly to the COO, this is a high-ownership, high-impact role for a logistics professional who combines strong operational discipline with commercial acumen and a bias for closure.

This role sits at the centre of our courier partner ecosystem, SLA governance, commercial management, and operational analytics — making it foundational to ShipDelight's ability to scale the B2B Express business profitably and predictably.

Key Responsibilities:

1. Courier Partner & Express Delivery Operations

•     Manage B2B Express Delivery operations across ShipDelight's logistics partner network.

•     Build and scale a logistics partner ecosystem aligned to client requirements, geography, and service reliability.

•     Drive process discipline across the full shipment lifecycle — booking, pickup, in-transit, delivery, and returns.

•     Reduce operational firefighting through structured governance frameworks and escalation protocols.

2. SLA Governance & Service Performance

• Own end-to-end SLA adherence across all operational parameters:
• Pickup TAT & Delivery TAT (OTIF)
• Shipment ageing & scan/POD compliance
• Reverse logistics & return transit TAT
• Escalation response timelines
• Establish structured partner performance reviews and scorecards.
• Proactively identify operational risks, underperforming lanes, hubs, or partners, and drive corrective action.
• Build a closure-oriented, SLA-first operational culture across the team.

3. Commercial Management & Margin Discipline

• Manage logistics partner commercials: pricing adherence, penalties, claims, billing disputes, and shipment profitability.
• Track and improve lane-wise contribution margins, partner-wise efficiency, and penalty recovery.
• Partner with Finance and Reconciliation teams to ensure billing accuracy, dispute closure, and reduction in unrecovered claims.
• Support commercial negotiations and partner rationalisation as required.

4. Escalation Management & Operational Closure

• Serve as the internal owner for all critical logistics partner and operational escalations.
• Drive aggressive closure of ageing shipments, SLA breaches, unresolved scans/POD, and delivery failures.

5. Data, MIS & Operational Analytics

• Build and govern dashboards covering SLA adherence, shipment ageing, partner performance, penalties, claims, cost per shipment, and operational exceptions.
• Drive analytics to improve partner performance, routing efficiency, cost optimisation, and predictability.
• Coordinate with Product/Tech teams for operational visibility improvements, automated reporting, and workflow enhancements.

What We're Looking For:

Experience

• 7–10 years in logistics operations; minimum 3 years specifically in B2B express delivery.
• Hands-on experience in organised logistics or express delivery ecosystems is mandatory.
• Experience scaling operational teams and processes is a strong plus.

Knowledge

• Deep understanding of the express delivery ecosystem and enterprise courier operations.
• Proficiency in SLA management frameworks, logistics commercials, rate structures, and billing/reconciliation.
• Familiarity with aggregator operations, logistics platforms, or API-enabled ecosystems is a bonus.

Skills

• Strong operational management and commercial acumen.
• Sharp negotiation capability with logistics partners.
• Data-driven decision making; dashboard and MIS capability preferred.

Who You Are

• High ownership and closure orientation — you don't let things drag.
• Commercially prudent — you understand margin and fight for it.
• Process-driven — you build systems, not just fight fires.
• Entrepreneurial mindset with the ability to thrive in ambiguity and ambiguity.

Education

• Graduate in Logistics, Supply Chain, Engineering, or Operations Management.
• MBA preferred.

Why Join ShipDelight

• High-visibility role reporting to the COO with direct organisational impact.
• Own and build the B2B Express vertical from the ground up.
• Work at the intersection of operations, technology, and commercial strategy.
• Fast-growing, founder-led organisation with a collaborative culture.