Associate Manager - Operations

We are seeking an experienced and proactive Associate Manager - Operations to oversee end-to-end operational activities, manage a team, and coordinate with logistics service providers. The role requires strong stakeholder management skills, operational excellence, customer focus, and the ability to collaborate with Sales teams to support business growth and project requirements.

Key Responsibilities

Team Management

• Lead, mentor, and manage the operations team to achieve performance objectives.
• Monitor team productivity, establish KPIs, and drive continuous improvement initiatives.
• Conduct regular performance reviews and provide coaching and development opportunities.
• Ensure adherence to company policies, processes, and compliance requirements.

Logistics & Service Provider Management

• Manage relationships with Third-Party Logistics (3PL) providers, transportation vendors, and other service partners.
• Track and improve service levels, delivery performance, and operational efficiency.
• Conduct periodic reviews with service providers and drive corrective actions where required.
• Ensure timely resolution of operational challenges and service failures.

Customer Escalation Management

• Act as the primary point of contact for operational escalations from customers.
• Investigate issues, coordinate with internal teams and service providers, and ensure timely closure.
• Drive root cause analysis and implement preventive measures to reduce recurring issues.
• Maintain high customer satisfaction through effective communication and problem resolution.

Sales & Project Coordination

• Partner with the Sales team to support customer projects, new business opportunities, and operational feasibility reviews.
• Coordinate project implementation activities and ensure successful execution.
• Provide operational inputs during customer discussions, solution design, and service delivery planning.

Commercial & Contract Management

• Negotiate and manage rate contracts with logistics service providers.
• Review, maintain, and administer transportation agreements, service contracts, and vendor documentation.
• Ensure contractual compliance and monitor service provider performance against agreed SLAs.
• Identify cost optimization opportunities and drive operational savings.

Process & Compliance

• Develop and implement operational processes to improve efficiency and service quality.
• Ensure compliance with company policies, regulatory requirements, and customer commitments.
• Generate operational reports and provide regular performance updates to management.

Required Skills & Competencies

• Strong team leadership and people management skills.
• Experience managing 3PL providers, transportation vendors, and logistics operations.
• Excellent customer escalation and stakeholder management capabilities.
• Strong negotiation skills for rate contracts and vendor agreements.
• Good understanding of supply chain, warehousing, transportation, and distribution processes.
• Project coordination and execution skills.
• Analytical mindset with strong problem-solving abilities.
• Effective communication and interpersonal skills.
• Proficiency in MS Excel, PowerPoint, and ERP/WMS systems.

Preferred Qualifications

• Bachelor’s degree in business administration, Supply Chain Management, Logistics, Commerce, or a related field.
• Experience in technology distribution, supply chain, logistics, or operations environment will be preferred.

Key Performance Indicators (KPIs)

• Customer satisfaction and escalation closure timelines.
• Service provider SLA adherence.
• Logistics cost optimization and savings.
• Team productivity and performance metrics.
• Project implementation success rate.
• On-time delivery and operational efficiency metrics.

This role is ideal for a hands-on operations professional who can effectively manage teams, service providers, customer expectations, and commercial aspects while supporting business growth initiatives.

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