Operations Key Account Manager

Crane Worldwide Logistics LLC; Mumbai; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

Crane Worldwide Logistics LLC seeks an experienced Program & Project Leader for inbound operations in Mumbai. You will drive strategic initiatives, oversee cross-functional collaboration, and enhance service delivery and profitability.

Lead initiatives to standardize processes, develop playbooks, and monitor KPIs. This role requires strong communication, organizational skills, and data-driven decision making to support growth and customer satisfaction.

Qualifications

• Excellent organizational and multitasking abilities.
• Strong written and verbal communication skills essential for internal and external stakeholders.
• Proficiency in Microsoft Office suite for documentation, reporting and presentations.

Responsibilities

• Lead and support cross-functional programs aligned with inbound business objectives.
• Drive process improvements to enhance efficiency, customer satisfaction and profitability.
• Track milestones, manage risks, and provide status updates to leadership.

Skills

Organizational skills

Written communication

Verbal communication

MS Office proficiency

Detail oriented

Self-motivation

Team collaboration

Problem solving

Troubleshooting

Leads by example

Sense of urgency

Creativity

Adaptability

Tools

Microsoft Office

Job description

ESSENTIAL DUTIES & RESPONSIBILITIES:

Program & Project Leadership:

• Lead and support strategic programs and cross-functional initiatives that align with all inbound business objectives.

• Drive process improvement and service enhancement initiatives to increase operational efficiency, customer satisfaction and profitability.

• Track project milestones, identify and mitigate risks, and provide regular status updates to leadership.

• Develop and maintain documentation, workflows, standard operating procedures and playbooks to support consistency and scalability.

Performance Management & Reporting

• Monitor operational performance metrics, including internal and customer-facing KPI’s.

• Partner with analysts to develop dashboards, reports and performance insights that support data-driven decision- making.

• Identify opportunities for account growth, process optimization and continuous improvement.

Scope of Responsibility:

• Oversee customer support activities related to international shipments, collaboration with cross-functional teams across the region.

• Address and resolve customer service issues while ensuring alignment with business and operational objectives.

Team Collaboration:

• Collaborate closely with Operations, IT, Product and Customer Service teams to enhance service quality and customer experience.

• Provide feedback to account managers regarding recurring service challenges, customer concerns and improvement opportunities.

• Continuously strengthen customer service practices, issue resolution strategies and process improvement initiatives.

• Support and lead special projects as assigned to meet evolving business needs.

Other Skills/ Abilities:

• Excellent organizational skills

• Excellent written and verbal skills, including presentation skills

• Strong computer skills including Microsoft Office suite

• Detail oriented, able to multitask and meet deadlines

• Self-motivated, able to work in a team and independently

• Strong problem-solving, and interpersonal skills

• Troubleshooting and problem resolution skills

• Leads by example

• Sense of urgency

• Creative

• Responds easily to changing demands

Qualifications

Experience

Required

• 5 years: Minimum 4 years’ experience in the industry, or a related service industryMinimum two-year operational experience in the service(s) the account utilizes