Manager - Control Tower & System Operations

Job Description

Core Responsibilities Track all Nurture metrics impacting supply chain health. Set up and streamline processes across all assets to ensure reliability. Act as the primary liaison between Operations and Central Stakeholders. Handle ad hoc disruptions/breakdowns and ensure timely internal/external communication. Plan and manage volume spikes using predefined or newly identified levers. Ensure asset operations assurance through close monitoring, stakeholder management, and effective playbook design. Monitor and pull scorecard metrics with preliminary RCA for Nurture operations. Share weekly summaries for POC and pilot shipments across all clients. Conduct deep dives on recurring issues to implement systemic solutions. Review and improve processes across all Control Tower (CT) touchpoints. Provide product improvement suggestions from CTs perspective after concerned stakeholder consultation. Activate preset or new levers during disruptions (tech/internal/external issues). Monitor shipment flow, delays, cut-off misses, functional breaches, and potential risks. Drive initiatives that enhance service levels, speed, reliability, and experience across Nurture’s Product, Tech, Design, and Ops teams. SCM Resolution Responsibilities Be the single point of contact for SCM & internal stakeholder E2E order resolutions. Recognize and identify issues, deploy appropriate resources, manage status, and drive resolutions. Coordinate and resolve pan-India operational issues. Monitor task completion and ensure timely data submissions. Ensure alignment with all stakeholders for timely issue resolution and high service standards. Investigate and close incidents, accidents, and non-conformities with appropriate documentation. Share on-ground feedback with leadership, recommending changes for operational improvement. Tech/System Responsibilities Manage and resolve SAP/tech system issues by coordinating with end-users, S&D, Commercial, Product, and Engineering teams. Conduct RCAs for system performance issues and contribute to product roadmap improvements. Lead cross-functional collaborations to develop robust processes. Design and deploy functional software/automation/digitization solutions. Create and manage Business Requirement Documents (BRD). Coordinate with functional and development teams to meet project deadlines, create a program charter tracking the statuses of all requirements. Create test scenarios and participate in application testing/deployment (SAP/WMS/TMS/P2P). Identify and implement operational dashboards and analytical reports. Publish weekly summaries highlighting top issues, deployed fixes, and their operational impact. Coordinate with service providers and tech/product partners for project execution and roadmap implementation. Requirements & Qualifications Graduate/Postgraduate with 5+ years in SCM Issue Resolution & Product (retail, ecommerce, food value chain, B2B/B2C ecosystems). Proven skills in RCA and problem-solving. Familiarity with SAP and warehouse management systems. Team management. Skills & Attributes Strong people management and analytical skills. Excellent problem-solving ability with a focus on practical solutions. Goal-oriented with high standards and clear objective setting. Excellent verbal and written communication. Resilient, assertive, and eager to learn. Working on weekends to support the BAU & Sale Days.