Senior Manager – Operations

About the role
Lead 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
1. Lead the team and build SOP discipline
2. Own customer retention and account growth
3. Manage vendor relationships and commercials
4. Lead daily execution and escalation resolution
5. Build reliable backup transport options
6. Improve systems, reporting and service performance
7. Control vendor billing and claims
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

Work arrangement
No