Shadowfax - Associate Director - Client Experience - Retention & Growth Team

Job Title : Associate Director

Location : Bangalore (Pan-India Travel as Required)

Experience : 7-12 Years

Qualification : Graduate or Equivalent (MBA Preferred, Not Mandatory)

Industry : Logistics / Supply Chain / E-Commerce

Team Managed : Control Tower Analysts, Pendency Executives, Project Coordinators

Reporting To : Sr. Director Head, CX & Client Retention

Department : Retention & Growth

ABOUT THE ROLE :

This is a high-impact senior leadership role embedded in the Retention & Growth function of one of India's leading logistics companies. The Associate Director will own the nerve centre of client operations the Control Tower while simultaneously driving pendency resolution and leading strategic projects that directly influence the retention and growth of 400+ D2C brands across North, South and West India.

We are looking for a passionate problem identifier and solver someone who is customer-experience obsessed, AI-forward in their approach, and has a proven ability to translate operational complexity into clear, actionable outcomes.

KEY RESPONSIBILITIES :

Control Tower Operations:

i. Own end-to-end real-time visibility of order flows across 400+ D2C brands North, South and West zones

ii. Drive and manage SLAs; identify deviations and trigger interventions before they escalate

iii. Design exception management protocols for stuck, delayed or at-risk shipments

iv. Establish proactive alert systems and escalation matrices across ops, tech and account management teams

v. Ensure zero blind spots in daily operations no fire goes unnoticed on your watch

Pendency Management:

i. Drive systematic identification, ownership and resolution of all order pendencies across client portfolios

ii. Set up pendency review cadences with cross-functional teams including ops, warehousing, last-mile and tech

iii. Own TAT reduction targets; track, report and present pendency metrics to senior leadership weekly

iv. Design root-cause frameworks and ensure corrective actions are implemented with accountability

v. Build a culture of pendency-zero thinking within the team

Strategic Projects & Initiatives:

i. Lead and deliver high-priority projects within the Retention & Growth charter from ideation to closure

ii. Projects may include: client health frameworks, onboarding experience redesign, SLA improvement programs, automation of control tower workflows, and CX transformation initiatives

iii. Own project timelines, stakeholder communication, resource planning and outcome measurement

iv. Work closely with Product, Technology and Operations teams to deploy solutions at scale

AI-Powered Problem Solving:

i. Leverage AI tools to simulate operational scenarios and model solutions before deploying

ii. Build AI-assisted decision frameworks for pendency triage, risk flagging and SLA prediction

iii. Mentor team members on practical AI applications in daily operations

iv. Stay current with emerging AI tools relevant to logistics, CX and operations management

Customer Experience Ownership:

i. Act as the internal voice of the client in every process, review and operational decision

ii. Own NPS, CSAT and resolution TAT metrics for the brands under the Retention & Growth portfolio

iii. Conduct regular VOC (Voice of Customer) analysis and translate insights into operational actions

iv. Collaborate with KAM and Escalations teams to ensure client commitments are met consistently

IDEAL CANDIDATE PROFILE :

You are a problem identifier first you spot what others miss, long before it becomes a crisis. You don't wait for a problem to be raised in a meeting; you've already diagnosed it, simulated three solutions, and walked in with a recommendation.

Mindset & Approach:

i. Customer-experience obsessed genuinely, not performatively

ii. Bias for action; moves fast without losing attention to detail

iii. Thinks in systems; understands how one operational failure cascades across the client journey

iv. Collaborative influencer builds consensus and energises teams without relying on hierarchy

v. Comfortable operating in ambiguity and building structure from scratch

Technical & Domain Skills:

i. Hands-on with AI tools uses them daily for modelling, simulation and decision support

ii. Strong command over data Excel, dashboards, BI tools; your decisions always have evidence

iii. Deep understanding of logistics operations: warehousing, last-mile, RTO, NDR, and SLA frameworks

iv. Proven project management skills Agile / PMP certification a plus

ELIGIBILITY CRITERIA :

Mandatory:

i. Experience 7-12 years in Logistics / Supply Chain / E-Commerce / CX Operations

ii. Control Tower Proven leadership of a control tower or command centre environment

iii. Pendency Demonstrated track record of TAT reduction and pendency resolution at scale

iv. AI Proficiency Practical, hands-on use of AI tools for problem simulation & operational planning

v. Education Graduate or equivalent from a recognised institution

Preferred:

i. Education MBA / PGDM from a reputed institution

ii. Certifications PMP, Six Sigma or equivalent project management certifications

iii. Sector Exposure Prior experience in D2C brand servicing, 3PL, or e-commerce fulfilment

WHY THIS ROLE :

- Direct ownership of operations for 400+ of India's fastest-growing D2C brands

- A seat at the table where retention strategy is built, not just executed

- A culture where AI curiosity is celebrated, encouraged and rewarded

- Work that blends technology, empathy and operational excellence every day

- Rapid growth trajectory within a high-accountability function