AIR & LCL Operations Control Tower Manager

Overview

Lead a team delivering centralized operations for Air, LCL, and FCL customers, ensuring end-to-end shipment visibility, proactive issue resolution, and continuous process improvement.

What you'll do

• Provide end-to-end shipment visibility through proactive tracking, delay monitoring, and exception management.
• Ensure service delivery governance, data quality, and compliance with operational standards.
• Conduct performance analysis and generate actionable insights for business teams.
• Drive root cause analysis (RCA) and implement corrective and preventive actions to address recurring operational issues.
• Analyze process inefficiencies and lead continuous improvement initiatives to enhance service performance and customer experience.
• Automate manual reporting and improve data accuracy through digital solutions and process standardization.
• Collaborate with Project, Business, EDI, and Operations teams to onboard customers and ensure seamless service setup.
• Prepare and present weekly, monthly, and quarterly business reviews, highlighting performance, customer impact, and improvement opportunities.
• Lead, coach, and develop the team by setting clear goals, driving accountability, and fostering a high-performance culture.
• Monitor productivity, service levels, and SLA adherence to ensure consistent operational excellence.
• Develop and maintain Business Continuity Plans (BCP) to ensure operational resilience and sustainable service delivery.

What you'll need

• 10+ years of experience in Freight Forwarding, Logistics, or Supply Chain Operations.
• 5+ years of leadership experience.
• Proven experience in process optimization, operational excellence, and performance management.
• Experience working with senior business stakeholders in a matrix organization.
• Excellent communication skills.
• Strong stakeholder management.
• Hands-on Control Tower operational experience.
• Ocean Freight forwarding.
• Automation and reporting enhancement experience.
• Adaptability and continuous improvement mindset.
• Result-driven approach.

Details

• Location: Airoli, India.