Description
We are looking for a Cluster Operations Manager II to lead a team of area managers to optimize the efficiency of operations and achieve performance targets.
Job Responsibilities:
- Lead a team of area managers to optimize operations efficiency and achieve performance targets.
- Assist management in implementing new strategic initiatives and contribute ideas for scaling up operations.
- Liaise between implementation and operations strategy teams to ensure smooth order fulfillment, logistics, and customer experience.
- Manage a large team, their performance, expectations, and goals.
- Perform cost analysis, reporting, and manage schedules, quality initiatives, and process change initiatives.
- Design and manage execution of employee retention plans and decide on staffing and training requirements.
- Improve systems, processes, and policies in operations to support management reporting and business metrics.
- Ensure a disciplined fleet of delivery executives and resolve disputes or strikes.
- Support area managers in designing and rolling out pay-out structures that motivate and reward desired behaviors and performance.
- Ensure flawless delivery service for customers with a focus on real-time service levels and schedule adherence.
- Meet or exceed customer satisfaction rating targets.
- Provide individual coaching and feedback sessions and have weekly one-on-ones with area managers.
- Schedule frequent hub visits to ensure compliance in hub operations.
Qualifications:
- Postgraduate with 4-6 years of experience.
- Prior experience in process design and operations implementation, preferably in logistics or supply chain management.
- Strong operational, analytical, and numerical skills.
- Ability to use data effectively for devising operations strategy.
- Strong time management skills and ability to prioritize.
- Good leadership skills, especially experience in managing blue-collar employees.
- Passion for delivering a positive customer experience and maintaining composure in difficult situations.
- Good communication skills and attention to detail.