Manager, Control Tower

Location: Remote - India

Role Description:

We are looking for a dedicated Manager for Merchant OPS. You will be responsible for managing a team of vertical leaders, analysts as well as a support team during a specified shift time, fostering a positive work environment, ensuring customer satisfaction and proper team operation. You will have a hands-on approach and be committed to the expansion & success of the business by implementing strategies that increase productivity and enable the company to hit Service Level Agreements, specific vertical KPI's, create SOPs, training documents, maintaining attendance records, delivering weekly feedback on 1/1s, quarterly KPIs, performance review, etc. This role reports to the Senior Manager, Control Tower, who also serves as the backup for this role.

What you'll do:

Team Management and Strategy

• Motivate the team to meet organizational goals, daily targets, and performance metrics while fostering a positive, collaborative work environment, including bi-weekly report-outs to your senior manager on team health and attendance.
• Manage team attendance, workload distribution, and coverage planning for holidays and unplanned absences to ensure consistent service quality for operations and merchants.
• Strengthen team capability through clear goal setting, skill development support, and creation of growth opportunities tracked in Lattice and career paths for direct reports.
• Conduct bi-weekly 1:1s to encourage open communication, inclusion, and ongoing feedback.

Team Metrics and performance

• Management of a remote team of analysts and support staff overseeing multiple operational verticals, including Outbound (B2C), Inbound, B2B/VAS operations, and Fulfillment Center (FC) support across the network.
• Develop and implement datadriven action plans aligned to workload, volume trends, and automation opportunities to reduce manual work.
• Maintain accurate and uptodate team records for all direct reports.
• Follow up on daily operational cadence for the analysts and adhere to a very strict timeline of actionable events including breached order analysis, root cause identifications and resolution of process breakdown, etc.
• Prepare and deliver timely, clear, and data-backed communications to senior leadership and network stakeholders on operational updates, critical events, and Business Continuity and Disaster Recovery (BCDR)-related processes.
• Partner closely with cross-functional internal teams and external partners to manage SLAs, handle merchant escalations, and ensure seamless issue resolution.
• Manage performance KPIs for each team member for both weekly and quarterly setting quarterly goals for all specific vertical teams' success and in line with process improvement.
• Owning and managing the backlog for all verticals, both physical and systematic dwell for IB, D2C, B2B+VAS, returns, Invoicing all areas. Also maintaining the daily cleanliness and accuracy checks for Power BI reports.
• Leverage data-driven reporting and analysis to identify systemic process gaps, recurring issues, and failure points across operational verticals including dwells for all the verticals and drive corrective actions.
• Share knowledge with other teams, partner sites and leadership on effective practices, competitive intelligence, business opportunities, and needs.
• Collaborate with other shift managers within the CT team to ensure accurate data handoffs during shift transitions and effective communication of open issues, risks, and ongoing events.
• Produce and distribute daily performance reports to CT Senior Management, highlighting task execution, gaps, misses, and corrective actions.
• Perform additional duties and responsibilities as required to support operational excellence and organizational objectives.

What you'll bring to the table:

• 4+ years of leadership experience
• Total 2-3 years of operational knowledge in E-commerce or warehousing.
• Degree in Business, Operations, Supply Chain, General Management or a related field, preferred
• Excellent verbal, written, and interpersonal communication skills. Fluent in the English language.
• Familiarity with interactive learning activities.
• Excellent communication and presentation skills.
• Must be proficient with word processing (MS Word), spreadsheet (Excel), and presentation (PowerPoint) software programs.
• Solid organizational skills to give the team direction.

Perks & Benefits:

• Medical, Term & Accidental Insurance
• All Purpose Leave (casual & sick time): 12 days
• Earned Leave: 15 days
• Public Holiday: 12 days
• Generous Maternity & Paternity Leave
• Quarterly Wellness Day
• Work From Home Allowance
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)

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