Program Manager

Blitz; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Blitz is seeking a Control Tower/Central Operations professional to lead a monitoring center ensuring 100% SLA adherence across delivery zones in India. You will identify bottlenecks like spikes in demand or rider shortages and implement real-time solutions to maintain NPS and delivery efficiency.

Key responsibilities include monitoring KPIs, reducing lost shipments, tracking ageing, and coordinating with field teams for swift corrective actions.

Qualifications

• 1–3 years in Central Operations, Control Tower, or Logistics (preferably in E-commerce/Q-comm).
• Analytical proficiency in SQL, Power BI/Tableau, and advanced Excel. You must be able to read a dashboard like a map.
• Ability to make high-stakes decisions (e.g., shutting down a city’s operations) in seconds.

Responsibilities

• Performance Tracking: Monitor KPIs like OTD and FASR across cities and hubs.
• Lost Tracking & Reduction: Track lost shipments, identify high-risk hubs and process gaps, coordinate with operations for recovery.
• SLA Tracking: Monitor live dashboards to track shipment ageing, delivery SLA adherence, and dispatch timelines.
• Ageing Control: Identify high-ageing shipments and coordinate with ground ops to prioritise clearance.
• Lifecycle Visibility: Track shipments from order creation to final delivery to prevent breaches.
• Proactively flag shipments approaching SLA breach and drive action plans with field teams.
• Act as central point of contact for operational escalations with city operations team.
• Analyze repeated SLA misses to identify process gaps and recommend corrective actions.

Skills

Analytical rigor

Decision making under pressure

Tools

SQL

Power BI

Tableau

Advanced Excel

Job description

Blitz is a leading quick commerce enabler, delivering orders from 60 minutes to Same-Day, helping brands reduce RTOs, increase conversion rates, and drive customer retention. We partner with India’s most loved brands across Fashion, Beauty, and Healthcare to transform delivery speed into a competitive edge.

We're a team of 100+ across 9 cities in India, backed by marquee investors like IvyCap Ventures and India Quotient, with $9M raised to date (including our recent Series A). Blitz is where execution speed meets scalability, and we’re looking for dynamic individuals to grow with us.

Role Objective

To lead a centralized monitoring control tower that ensures 100% SLA adherence across all delivery zones in India. You will be responsible for identifying operational bottlenecks (spikes in demand, rider shortages, serviceability breach) and executing real-time solutions to maintain customer NPS and delivery efficiency.

Key Responsibilities

• Performance Tracking: Monitoring key performance metrics like OTD, FASR across cities and hubs.
• Lost Tracking & Reduction: Track lost shipments through regular reviews, identify high-risk hubs and process gaps, coordinate with operations teams for timely recovery, and drive initiatives to reduce the overall lost rate.
• SLA Tracking: Monitor live dashboards to track shipment ageing, delivery SLA adherence, and dispatch timelines across hubs and clusters.
• Ageing Control: Identify high-ageing shipments (Fresh / Reattempt) and coordinate with ground operations teams to prioritize clearance.
• Lifecycle Visibility: Track shipments across the entire lifecycle—from order creation to final delivery—to prevent SLA breaches.
• Proactively flag shipments approaching SLA breach and drive immediate action plans with field teams
• Act as the central point of contact for operational escalations, ensuring timely resolution with city operations team.
• Analyze repeated SLA misses or backlog creation to identify process gaps and recommend corrective actions

Required Skills & Qualifications

• Experience: 1–3 years in Central Operations, Control Tower, or Logistics (preferably in E-commerce/Q-comm).
• Analytical Rigor: High proficiency in SQL, Power BI/Tableau, and advanced Excel. You must be able to "read" a dashboard like a map.
• Decision Speed: Ability to make high-stakes decisions (e.g., shutting down a city’s operations during a storm) in seconds.