Executive - Operations (Shiprocket Implant)

About DHL Blue Dart Express India

Blue Dart Express Limited, a listed company, is a leader in courier, integrated air express package distribution, and eCommerce in South Asia, offering a wide range of logistics solutions. Founded in 1983, it is recognised for reliable, time-bound, and secure delivery services across 55,000+ locations in India as well as internationally. Its competencies span across evaluation and contracting, planning and transition, delivery and execution, and specific service capabilities. We pride ourselves on innovation, digitalization, service excellence, and creating long-term partnerships with our clients, enabling businesses to thrive in the fast-paced logistics environment and ever-evolving supply-chains. It wholly-owns India’s only scheduled air cargo airline, Blue Dart Aviation Limited, since May 1994, and the Concorde Air Logistics Limited, a transport, storage, and communications business, since May 2004.

Blue Dart Express Limited is a part of the DHL Group's DHL eCommerce division, leveraging this global logistics leader’s network across 220 countries and territories to provide comprehensive express and logistics solutions to our clients. Our robust network and unmatched infrastructure have positioned the Blue Dart brand as a key India-grown logistics player with an unmatched and phenomenal global outreach rooted in the DHL brand of its majority shareholder.

We are proud to be consistently ranked among India’s Top 100 Great Places to Work, combining it with DHL Group’s Top Employer certification. Being an Employer of Choice is not just a goal; it’s a fundamental part of who we are, committed to creating a workplace where people are valued, empowered, and wear the sobriquet “Blue Darter” with honour.

If you are looking to join a purpose-led, people-first, company that shapes India’s supply-chains with integrity and safety, Blue Dart is where you belong. Blue Dart offers competitive compensation and comprehensive benefits, access to cross-functional, succession planning and global career paths, and strong culture of recognition.

Position Overview

The Executive Operations (Shiprocket Implant) serves as the dedicated regional point of contact between Blue Dart and Shiprocket, ensuring seamless execution of operational requirements, service delivery, shipment prioritization, and resolution of customer escalations.

The role is responsible for driving key performance metrics, coordinating with regional operations teams, monitoring shipment performance, facilitating exception handling, and providing operational visibility to both Blue Dart and Shiprocket stakeholders. The position plays a critical role in supporting enterprise business growth by ensuring proactive customer engagement, timely issue resolution, and adherence to agreed service standards.

Job Purpose

To act as a dedicated regional operations representative for Shiprocket, enabling effective coordination between customer and operations teams, driving service excellence, managing escalations, monitoring performance metrics, and improving overall customer experience across the region.

Key Roles \& Responsibilities

Customer Relationship Management

• Act as the single point of contact (SPOC) for Shiprocket within the assigned region.
• Build and maintain strong working relationships with Shiprocket operational and business stakeholders.
• Participate in regular review meetings and performance discussions..

Operational Coordination

• Coordinate with service centres, hubs, gateways and regional operations teams to ensure smooth shipment movement.
• Facilitate shipment prioritization and operational interventions wherever required.
• Support implementation of customer-specific operational requirements within approved SOPs.

Escalation Management

• Handle customer escalations related to pickup, delivery, RTO, POD, NDR and service failures.
• Ensure timely closure of escalations through coordination with relevant operational teams.
• Track and communicate resolution status to stakeholders..

Service Performance Monitoring

• Monitor daily operational performance against agreed service metrics.
• Identify performance gaps and initiate corrective actions.
• Highlight network constraints and operational challenges affecting customer service levels.

Enterprise Support \& Visibility

• Provide operational visibility and actionable updates to Shiprocket stakeholders.
• Monitor enterprise shipment trends and identify opportunities for service improvement.
• Support peak season planning and enterprise business readiness.

Reporting \& Analytics

• Track key customer performance indicators and prepare periodic MIS reports.
• Analyse shipment trends, service failures, escalation patterns and operational exceptions.
• Publish dashboards and actionable reports for stakeholders.

Process Compliance

• Ensure adherence to Blue Dart operational processes and SOPs.
• Support implementation of customer-specific initiatives approved by management.
• Drive operational discipline and process compliance across locations.

Stakeholder Management

Coordinate closely with

• Regional Operations Teams
• Service Quality Teams
• Hub \& Gateway Operations
• Customer Service Teams
• Commercial Teams
• Key Account Managers
• Shiprocket Operations Team

Qualifications \& Experience

Education

• Graduate in any discipline.

Experience

• 2-5 years of experience in Logistics, Courier, Express Distribution, Customer Operations or Supply Chain Operations.
• Experience in customer-facing operational roles preferred.
• Exposure to escalation management and service performance monitoring will be an advantage.

Skills \& Capabilities

Technical Skills

• Express Logistics \& Ground Operations Knowledge
• Customer Escalation Management
• Shipment Tracking \& Service Monitoring
• Operations Coordination \& Process M