Kirana Club - Senior Program Manager - Post Purchase & 3PL Logistics

Job Title: Manager Post-Purchase Operations (Marketplace Logistics)
Location: Bangalore
Role Overview:
We are seeking a detail-oriented and execution-driven professional to own the end-to-end post-purchase journey for our marketplace. This role requires managing both seller dispatch readiness and 3PL performance across the lifecycle of an order: packing pickup in-transit delivery returns claims customer ticket closure.
The ideal candidate will ensure operational reliability, cost efficiency, and seamless retailer/customer experience by combining strong vendor management, data-driven decision-making, and hands-on problem solving.
Key Responsibilities:
Seller Dispatch Operations:
- Drive dispatch readiness by ensuring timely packing, order confirmation, and minimal post-order OOS (Out-of-Stock).
- Monitor seller compliance SLAs (dispatch time, packaging quality, invoice accuracy, weight accuracy).

- Standardize and enforce packaging guidelines to reduce damages, leakage, and RTOs.
3PL Management & Performance:
- Manage end-to-end relationships with logistics partners (first-mile, line-haul, last-mile, reverse logistics).
- Ensure adherence to SLA metrics: On-Time Pickup, On-Time Delivery (OTD), RTO %, transit TAT, exception % (NDR, damage, lost shipments).
- Track 3PL cost components (zone slabs, volumetric weight, COD/Prepaid splits) and drive cost optimization.
- Audit 3PL invoicing, penalties, and claims to minimize leakage and improve recovery.
Process Optimization & Exception Management:
- Analyze transit exceptions (delays, returns, damages, lost shipments) and implement corrective actions.
- Optimize allocation logic across sellers and logistics providers for faster, cost-effective deliveries.
- Work with Ops & CS to reduce WISMO (Where Is My Order) contact rate by proactive communication and SLA adherence.
- Ensure ticket closure TAT and root-cause fix for recurring customer complaints.
Analytics & Reporting:
- Develop and monitor dashboards for logistics KPIs: OTD %, RTO %, Transit Damage %, NDR %, Cost/Shipment, SLA adherence.
- Conduct lane-level and pin-code level analysis to highlight underperforming corridors, stations, or partners.
- Drive continuous improvement projects leveraging structured problem-solving (Lean/Six Sigma preferred).
- Provide weekly/monthly business reviews with insights on SLA performance, penalties, and cost levers.
Requirements:
- 4 to 10 years of experience in e-commerce logistics, supply chain, or 3PL operations.
Strong understanding of:
- Seller dispatch operations (packaging, invoicing, dispatch TAT).
- 3PL contracts & SLA frameworks (OTD, RTO, penalty/claims, volumetric billing).
- Cost optimization levers in logistics (zonal optimization, carrier allocation, weight accuracy, reverse logistics).
- Strong proficiency in Excel/Google Sheets (pivot, macros, cost analysis).
- Working knowledge of SQL, BI tools (Tableau, PowerBI, Looker, Metabase, etc.) is a strong plus.
- Strong vendor management and negotiation skills.
- Structured problem-solving mindset with a bias for action and ownership.
- Ability to thrive in a fast-paced, high-growth marketplace environment.