ShadowFax - Senior Lead - Control Tower

:

• Act as the central command center for monitoring daily operations across hubs, warehouses, line-haul, and last-mile delivery
• Proactively identify operational deviations, bottlenecks, and risks, and drive timely resolution
• Own real-time dashboards, MIS, and performance reports (SLA, TAT, backlog, exceptions, productivity)
• Lead incident management: track issues reported by ops teams, coordinate with Tech/Business, and ensure closure
• Convert operational issues into structured RCA (Root Cause Analysis) and share actionable insights with stakeholders
• Ensure SOP adherence and process compliance across locations
• Monitor critical metrics related to pickup, sortation, line-haul movement, delivery, returns, and reverse logistics
• Drive continuous improvement initiatives based on data trends and operational insights
• Support peak management, crisis handling, and high-pressure operational scenarios
• Mentor and guide junior team members within the Control Tower
• Maintain professional communication and ensure effective collaboration with cross-functional teams

Required Skills & Qualifications:

• PG/Bachelors degree or equivalent qualification
• 1-3 years of experience in Control Tower, Supply Chain, Logistics, or E-commerce operations
• Strong understanding of end-to-end logistics operations (Warehouse, Line-Haul, Last-Mile, Reverse)
• Hands-on experience in issue troubleshooting and escalation management
• Excellent analytical skills with strong command of MS Excel (pivot tables, VLOOKUP/XLOOKUP, dashboards)
• Ability to interpret data and convert it into actionable operational insights
• Strong communication and stakeholder management skills
• Ability to handle work pressure, escalations, and dynamic operational environments