Role: Operations - Other
Industry Type: Courier / Logistics (Logistics Tech)
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Operations
UG: B.Tech / B.E. in Any Specialization
PG: MBA/PGDM in Supply Chain Management
Position Overview
The Manager eCommerce Product, Process Excellence & Technology Enablement will serve as a strategic specialist within the Process Engineering function, supporting the growth, transformation and continuous improvement of Blue Dart's eCommerce business. The role will focus on identifying opportunities for product enhancement, technology enablement, process optimization and service quality improvement across the eCommerce ecosystem. Working closely with Operations, Technology, Product, Commercial and Customer Service teams, the position will help develop scalable solutions that support business growth while improving customer and consumer experience. The role will act as a key enabler in driving initiatives related to COD optimization, delivery strike-rate improvement, Return-to-Origin (RTO) reduction, forecasting, analytics, operational digitization and process innovation. Job Purpose: To support the growth and transformation of Blue Dart's eCommerce business through product innovation, process excellence, technology enablement, operational analytics and continuous improvement initiatives that enhance customer experience, improve operational performance and support scalable business growth. Key Roles & Responsibilities: eCommerce Product & Service Enhancement Support the development, enhancement and implementation of eCommerce products and service offerings aligned with market and customer requirements. Conduct market intelligence and competitive benchmarking across the eCommerce logistics ecosystem. Identify opportunities for service differentiation and product innovation. Support business case development for new products, services and process initiatives. Work with business stakeholders to translate customer requirements into operational solutions. Technology Enablement & Digital Transformation Partner with Technology teams to define and document business requirements for enhancements within C2NG, Delivery App and other operational platforms. Support implementation of technology-driven initiatives that improve customer experience and operational efficiency. Identify automation opportunities across eCommerce operations. Evaluate emerging technologies and recommend adoption of relevant solutions. Ensure alignment between business requirements, operational processes and technology capabilities. COD, Consumer Experience & Returns Optimization Drive initiatives focused on improving delivery strike rates and reducing delivery failures. Support implementation of strategies aimed at reducing Return-to-Origin (RTO) shipments. Analyse Cash-on-Delivery (COD) shipment performance and identify opportunities for process improvements. Evaluate consumer behaviour trends and recommend interventions to improve delivery outcomes. Support continuous improvement initiatives focused on enhancing the end-consumer experience. Forecasting, Planning & Business Analytics Develop analytical frameworks and planning tools to support business decision-making. Analyse shipment trends, demand patterns, customer behaviour and operational performance metrics. Support volume forecasting and network readiness planning. Design dashboards and reporting frameworks that provide actionable business insights. Provide recommendations based on data analysis to improve business performance. Process Excellence & Continuous Improvement Conduct detailed process reviews to identify operational gaps and improvement opportunities. Lead and support continuous improvement projects across the eCommerce business. Benchmark industry best practices and evaluate opportunities for implementation within Blue Dart. Drive standardization and governance of key eCommerce operational processes. Support implementation of process enhancements to improve service quality and operational efficiency. Stakeholder Management & Cross-Functional Collaboration Collaborate closely with Operations, Technology, Commercial, Product, Customer Service and Finance teams. Facilitate alignment between customer requirements, operational capabilities and technology solutions. Support strategic initiatives requiring cross-functional coordination and execution. Engage with internal stakeholders to drive adoption of new processes, products and technology solutions.
Qualifications
& Experience: Education: Bachelor's Degree in Engineering, Supply Chain Management, Logistics, Business Administration, Statistics, Technology or related disciplines. MBA or Post Graduate qualification in Management preferred. Experience: 5 to 7 years of relevant experience