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Role at a glance
You will
Team and shift management
Lead a team of Control Tower Executives across rotational morning and evening shifts, including weekends and peak days
Plan the shift roster, run shift handovers and make sure no hub goes unmonitored
Experience
1+ years
Education
Bachelor's degree
Must-have skills
Google SheetsSQL
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Job description
Location: Bengaluru, India
Role summary The Control Tower Manager leads the Control Tower team and owns network health across all BlitzNow hubs. You will run the shift roster, set the daily rhythm of monitoring and escalation, and turn Control Tower data into fixes on the ground. You move the team from firefighting to preventing repeat failures. Key responsibilities
Team and shift management
Lead a team of Control Tower Executives across rotational morning and evening shifts, including weekends and peak days
Plan the shift roster, run shift handovers and make sure no hub goes unmonitored
Coach, review and rate executives on their KPIs; hire and onboard new team members
Hub opening and rider reporting
Own on-time hub opening and on-time rider reporting across the network
Set escalation rules with City and Hub Managers for late openings and rider no-shows
Track rider attendance trends and flag hubs with chronic shortfalls to Ops leadership
Shipment ageing
Own the ageing bucket for every hub and drive closure within SLA
Run daily ageing reviews with hub teams and push RTO, re-attempt and lost-shipment cases to closure
Cash on Delivery
Own daily CoD monitoring for all hubs: collection, deposit and reconciliation
Escalate pending deposits and short cash the same day; work with Finance on recovery
Hub discipline and rating
Define the hub discipline checklist and the hub rating method, and publish ratings weekly
Drive bottom-rated hubs through improvement plans with the ground team
Reporting and analytics
Build and maintain daily, weekly and monthly reports and dashboards on network KPIs
Find the root cause of under-performance and agree corrective actions with owners
Present network performance and hot spots to leadership and key clients
Process and SOPs
Write and update Control Tower SOPs and escalation matrices
Find automation opportunities in monitoring and reporting, and work with Product and Tech to build them
What we are looking for
Graduate in any discipline. Supply Chain is a plus.
~3 in operations, with at least 1 years in a Control Tower, central ops or war room role
Experience leading a team of 5 or more people in a shift-based setup
Strong Excel or Google Sheets skills; working knowledge of SQL and a BI tool such as Metabase
Clear communicator & Owner who can push City and Hub Managers to act and close issues
Good to have
Past experience in quick commerce, hyperlocal delivery or last-mile logistics
Experience setting up a Control Tower from scratch or scaling one across cities
Exposure to Lean or root cause methods such as 5 Whys or DMAIC
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