Senior Manager – Operations

Yolojet Internet Services Pvt. Ltd.

Senior Manager – Operations

Skills

PTL / B2B / Courier operations, negotiations and onboarding

Location

Gurgaon, Sector 65

Preferred experience

5-7 years

Compensation

INR 6-8 lakhs per annum

About the role

Lead Yolojet's operations team and own reliable execution across PTL, B2B, courier and appointment-based

deliveries. This is a hands-on, high-ownership role combining team leadership, vendor management, fast

escalation resolution and customer retention. You will build SOP-led ways of working, improve service

performance and help grow business from existing customers through dependable operations.

Key responsibilities

1. Lead the team and build SOP discipline

Lead a team of 7-9 people, currently 4 customer Key Account Managers (KAMs) and 3 operations

executives, with team size varying by business requirements. Coach the team, set clear responsibilities

and daily priorities, and review performance regularly.

Create and implement standard operating procedures (SOPs), escalation paths and checklists. Train the

team, check adherence and build accountability for shipment follow-ups, customer updates and issue

closure. Fix recurring gaps rather than relying on individual follow-ups.

Own customer retention and account growth

Take operational ownership of customers after the sales handover. Understand service requirements,

maintain proactive communication and build strong working relationships with customer teams and

leadership.

Lead service recovery for at-risk accounts, address repeat complaints and follow through on corrective

actions. Work with sales to retain customers and expand business within existing accounts through

consistent service.

Manage vendor relationships and commercials

Identify, onboard and manage PTL and courier vendors. Negotiate competitive pricing and service terms,

review performance against agreed SLAs and address service gaps with local, regional and senior vendor

teams.

Use established industry relationships to manage daily escalations and secure practical support from

vendors such as Gati, Delhivery, Ekart, V-Xpress, Rivigo and Safe express etc.

Lead daily execution and escalation resolution

Oversee first-mile, mid-mile and last-mile execution, from pickup through delivery confirmation. Act as

the senior escalation point for delayed pickups, transit delays, failed deliveries and other shipment issues;

drive urgent cases to closure with timely customer updates.

Own appointment-based deliveries, including Quick Commerce and Modern Trade warehouse

requirements. Manage slot coordination, documentation and e-way bill compliance, and take timely action

to prevent missed appointments.

Yolojet Internet Services Pvt. Ltd. Senior Manager - Operations | 2

Build reliable backup transport options

Develop a network of local and regional transporters and small-truck owners across major cities. Arrange

suitable backup vehicles when courier services fail, coordinating rates, pickup, delivery and customer

communication.

Improve systems, reporting and service performance

Become proficient in the internal operations portal and ensure accurate, timely data and team adoption.

Identify workflow gaps and suggest practical portal improvements and enhancements to the technology

team.

Use Excel/Google Sheets and operational reports to track team and vendor performance, delivery

reliability, appointment adherence, escalation closure, customer retention and costs. Identify root causes

and drive corrective action.

Control vendor billing and claims

Check vendor and courier invoices for discrepancies against agreed rates, shipments and service terms,

and ensure errors are raised and corrected before payment.

Ensure damage and shortage reconciliation and credit notes are obtained from couriers in a timely manner.

Make this a standard part of the team's SOP culture, with clear ownership, follow-up and closure tracking.

Non-Negotiable Experience and capabilities

Mandatory 4-7 years of relevant experience, with extensive hands-on PTL operations experience at

courier/logistics companies or aggregators.

Strong practical knowledge of PTL, B2B, courier and appointment-based delivery operations, including

day-to-day issue resolution.

Proven team management skills

coaching people, setting clear expectations, enforcing SOPs and

improving accountability and execution.

Established relationships with PTL/courier vendors, plus a useful network of local and regional

transporters and vehicle owners.

Strong negotiation and relationship management skills, with the confidence to engage courier leadership

and customer leadership directly.

A track record of resolving customer escalations, recovering service issues and helping retain or grow

existing customer accounts.

Comfort with technology, internal portals and Excel/Google Sheets; able to turn operational data and

frontline feedback into clear improvement actions.

What we value

High ownership, clear communication and calm judgment under pressure. Someone who stays close to daily

operations, supports the team and closes the loop with customers and vendors, while building processes that

prevent the same problems from repeating.

Pay

₹600,000.00 - ₹800,000.00 per year

Work Location

In person