Senior Director - Escalation - eCommerce/Logistics/Courier Business

Senior Director - Escalation

- Sr. Director role for ticketing and escalation with about 9+ years of experience in Ecommerce or Logistics/Courier company.

- Director - Ticketing and escalations will lead, build and scale all operational processes of logistics operations. (Contact Centre, Email and other toll used internally)

- Solving logistics and supply chain challenges for our shippers

- Working with product development, customer support/success and sales closely to drive product and business strategy

- Driving important logistics SLAs - Pickup, Delivery, RTO, NDR, COD payment etc for all courier companies, driving the same through process and product improvement.

- Reducing RTO% for clients through innovation in process and product

- Escalation management L1, L2 and L3.

- Creating process and SLA for escalation management.

- Handle large call and email volume.

- Manage B2B and B2C customer escalations.

- Logistics client

- Great people skills to closely work with other teams.

- Strong in establishing systems & processes

- Thorough in Object oriented concepts

- Excellent problem solving

- Can do attitude