Manager ZCT

Flipkart Group; Mumbai; Hybrid; INR 900,000 - 1,300,000; Full time

Job summary

Flipkart Group is seeking a capable leader to head a Control Tower team for Last Mile Reliability. You will mentor 8-10 members, run daily operational cadence with hub managers, and ensure customer experience is protected during high-pressure execution.

You will own end-to-end metric monitoring (Breach, Pendency, Returns), conduct RCA, drive CAPA with cross-functional teams, and develop live dashboards using Excel and Power BI to support executive reviews.

Qualifications

• Experience leading control tower or Last Mile operations teams.
• Strong data management and ability to build live dashboards.
• Proven RCA and CAPA implementation experience.

Responsibilities

• Lead a control tower team of 8-10 members and mentor them.
• Run daily operational cadence with hub managers to safeguard customer experience.
• Own end-to-end Last Mile Reliability metrics and SLA adherence.
• Identify off-track metrics and perform RCA with cross-functional teams to implement CAPA.
• Maintain deep knowledge of ground operations and backend system logic.
• Strategize disruption management and proactive risk mitigation.
• Develop and present zonal dashboards and reports in executive reviews.

Skills

Team leadership

People management

Operational cadence

Data visualization

Root cause analysis

Tools

Power BI

Looker Studio

Excel

PowerPoint

Job description

Role & responsibilities

1. Team Leadership & Daily Operational Cadence

• People Management: Direct, mentor, and manage a high-performing Control Tower team of 8-10 members, driving team accountability and performance.
• Daily Control Calls: Conduct structured daily syncs and operational calls with hub managers, and peer stakeholders to keep end-to-end processes on track and protect the overall customer experience.
• High-Pressure Execution: Operate seamlessly in a fast-paced and dynamic environment, making swift decisions during operational bottlenecks.

2. Metric Monitoring, SLA Execution & Customer Focus

• End-to-End Ownership: Drive and maintain overall zonal performance across all Last Mile Reliability metrics(Breach, Conversion, Pendency,Returns etc)
• Customer-Centric Perspective: Approach all operational challenges with a customer-first mindset.

3. Root Cause Analysis (RCA) & Exception Resolution

• Off-Track Metric Resolution: Identify off-track metrics and operational anomalies in real time; conduct rigorous Root Cause Analysis (RCA).
• Cross-Functional Ownership: Take up RCA findings with appropriate ground POCs to implement permanent corrective and preventive actions (CAPA).

4. Ground & System Logic Mastery

• Process Alignment: Maintain a deep operational understanding of both physical ground operations and backend tech system logic.

5. Strategic Planning & Disruption Management

• Proactive Risk Mitigation: Apply strategic thinking and structured planning to anticipate, prevent, and navigate last-minute disruptions .

6. Data Management, Visualization & Reporting

• Manage, organize, and maintain clean, structured data repositories for all zonal last-mile operational records.
• Dashboarding & Visualization: Utilize MS Office tools (advanced Excel, PowerPoint) alongside visualization platforms like Power BI or Looker Studio (formerly Google Data Studio) to build and track live operational dashboards.
• Leadership Cadence: Prepare, present, and lead regular zonal operational reviews and strategic presentations in executive leadership calls.