ShadowFax - Senior Manager - Reverse Control Tower

Job Description:

Key Responsibilities:

Control Tower Leadership:

- Lead the end-to-end functioning of the Reverse Control Tower, ensuring visibility, accuracy, and real-time responsiveness.

- Manage national-level reverse operations such as pickup adherence, RVP (Return Vendor Point) performance, and NDR/exception closure.

- Drive 24x7 monitoring frameworks, dashboards, and escalation protocols.

Reverse Logistics Operations:

- Oversee return movement of shipments across hubs, DCs, and last-mile networks.

- Ensure faster TAT, minimal exceptions, and complete adherence to partner/client SLAs.

- Drive process improvement around RVPs, inwarding, consolidation, and aging management.

Data-Driven Decision Making:

- Build and maintain deep operational dashboards with inputs from data analytics teams.

- Identify patternsdelays, choke points, vendor gapsand deploy corrective actions.

- Forecast load, manpower, and capacity requirements for smooth reverse flow.

Vendor & Stakeholder Management:

- Collaborate with cross-functional teams (Last Mile, First Mile, Hubs, CX, Tech, Finance) to ensure seamless reverse movement.

- Manage 3PL partners, regional ops leaders, and RVP vendors for compliance, cost, and performance.

- Conduct monthly business reviews with vendors and internal stakeholders.

Exception & Escalation Control:

- Set up and govern protocols for escalations, high-value shipments, and customer-sensitive cases.

- Monitor and improve adherence to TATs, aging buckets, and pending exceptions.

Process Excellence & Automation:

- Identify gaps in operational workflows and implement SOPs across the reverse network.

- Work with tech/product teams to automate workflows, alerts, and visibility dashboards.

- Drive continuous improvement (Lean/Six Sigma mindset preferred).

Team Leadership:

- Lead a team of Control Tower executives/managers.

- Drive culture of ownership, speed, and quality.

- Coach teams on analytical rigor, cross-functional collaboration, and crisis handling.