Role Summary:

The Supply Chain Operations Manager oversees the day-to-day functioning of the Control Tower, ensuring efficient monitoring, incident resolution, and team coordination across the warehouse network.

Control Tower Overview:

- The Control Tower (CT) serves as the central operations execution hub across the fulfilment center network. It supports various operational flows within and across fulfilment centers.

- The Control Tower team is the central owner responsible for monitoring and tracking business-critical metrics through a structured escalation, resolution, and documentation model.

- The CT team plays a critical role in ensuring the smooth functioning of the Truemeds fulfilment center network and directly impacts operations' ability to serve customers on time.

Purview of Control Tower - Supply Chain Operations Manager

The Control Tower Manager operates across the network in a cross-functional environment, working closely with:

- Inbound (IB), Outbound (OB), and Dispatch teams of FCs

- Central Procurement

- Logistics teams

Key responsibilities include:

- Tracking and monitoring daily performance, process flows, productivity, and quality parameters

- Maintaining and reporting accurate statistics, management reports, and analysis

- Facilitating the flow of information between stakeholders

- Resolving issues that impact customer experience and business continuity

- Providing timely resolution by researching, benchmarking against defined thresholds, and taking real-time decisions

The ideal candidate should be able to understand operational requirements, analyze data, identify trends, and drive customer experience and process excellence without compromising timelines.

Key Job Responsibilities:

(Responsibilities include, but are not limited to)

1. Real-Time Monitoring

- Continuously monitor warehouse operations, including inventory levels, order processing, and shipping activities, to ensure efficiency and accuracy.

- Utilize Warehouse Management Systems (WMS) and other technological tools to track performance metrics and identify potential issues.

2. Issue Resolution

- Identify, investigate, and resolve operational issues and bottlenecks in real-time.

- Escalate critical issues to the Warehouse Control Tower Lead and other relevant personnel as necessary.

3. Coordination and Communication

- Maintain clear and effective communication with warehouse staff, management, and other departments to ensure alignment.

- Provide timely updates on operational status, potential disruptions, and resolutions.

4. Data Analysis and Reporting

- Analyze data from various sources to assess warehouse performance and identify trends or areas for improvement.

- Prepare and present regular reports on key performance indicators (KPIs), such as order accuracy, turnaround times, and inventory levels.

5. Process Optimization

- Assist in the development and implementation of strategies to optimize warehouse processes and enhance operational efficiency.

- Participate in continuous improvement initiatives, leveraging data insights and feedback from warehouse staff.

6. Compliance and Safety

- Ensure adherence to safety regulations, company policies, and standard operating procedures within the control tower and broader warehouse operations.

- Promote a culture of safety and compliance among warehouse staff.

7. Support Technology Integration

- Assist in the integration and utilization of advanced technologies and systems within the warehouse.

- Ensure accurate data entry and maintain data integrity within control tower systems.

8. Documentation and Record-Keeping

- Maintain accurate and up-to-date records of all control tower activities, issues, and resolutions.

- Ensure documentation is readily accessible for audits and reviews.

Qualifications:

- Bachelor's degree/PG in Engineering, Mathematics, Statistics, or related technical field.

- 3-5 years of experience, preferably in control tower operations or fulfilment centre central operations.

- Proficiency in MS Office tools such as Excel and PowerPoint is mandatory.

- Proficiency in SQL is mandatory.

- Strong sense of ownership and execution excellence.

- Excellent analytical, problem-solving, presentation, and communication skills.

- Demonstrated ability to work in a rigorous, fast-paced environment with multiple senior stakeholders.