ShadowFax - Senior Lead - Control Tower

Job Description:

- 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