OPERATIONS LIAISON & ESCALATION COMMAND MANAGER (SOT)

UNIS; India; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

UNIS is seeking a high-trust leader for the role of Operations Liaison & Escalation Command Manager in India. This individual will be essential in managing escalations, aligning departments, and ensuring proactive communication throughout operations.

The ideal candidate will possess 7+ years of experience in logistics or operations, excel in leading teams, and have strong communication skills. This position comes with significant responsibilities to drive process improvements and risk management.

Qualifications

• 7+ years of leadership experience in operations, logistics, or high-tempo environments.
• Proven success leading cross-functional teams and managing escalations under pressure.
• Strong executive presence, diplomacy, and relationship-building skills.

Responsibilities

• Lead all escalations from detection through closure and prevention of repeat failures.
• Serve as the cross-functional liaison to align departments and eliminate execution gaps.
• Maintain a centralized watchtower of critical risks, customer-impact issues, and high-priority events.

Skills

Leadership in operations

Cross-functional team management

Problem-solving

Communication skills

Relationship building

Job description

Overview

We are seeking a high-trust, high-impact leader to serve as the Operations Liaison & Escalation Command Manager (SOT). This role is the central point of command for escalations and the bridge across Operations, Account Management, Control Tower, Carrier, Billing, and Leadership teams. The mission is to deliver “Peace of Mind” through flawless execution, proactive communication, and zero surprises. This leader will identify risks early, mobilize cross-functional teams quickly, drive issues to resolution, and implement lasting preventive measures.

Responsibilities

• Lead all escalations from detection through closure and prevention of repeat failures
• Serve as the cross‑functional liaison to align departments and eliminate execution gaps
• Maintain a centralized watchtower of critical risks, customer‑impact issues, and high‑priority events
• Ensure leadership is informed early of material risks and key developments
• Drive structured communication cadence, accountability, and audit‑ready documentation
• Mobilize rapid‑response teams for urgent or high‑severity events

Minimum Requirements

• 7+ years of leadership experience in operations, logistics, or high‑tempo environments
• Proven success leading cross‑functional teams and managing escalations under pressure
• Strong executive presence, diplomacy, and relationship‑building skills
• Excellent written and verbal communication skills
• Highly organized with strong problem‑solving and decision‑making ability
• Experience in logistics, control tower, QA, or customer operations preferred