Program Manager - Central operation

About Blitz

Blitz is a leading quick commerce enabler, delivering orders from

60 minutes to Same-Day

, helping brands reduce RTOs, increase conversion rates, and drive customer retention. We partner with India’s most loved brands across Fashion, Beauty, and Healthcare to transform delivery speed into a

competitive edge

.

We're a team of 100+ across 9 cities in India, backed by marquee investors like

IvyCap Ventures

and

India Quotient

• , with $9M raised to date (including our recent Series A). Blitz is where
• execution speed meets scalability
• , and we’re looking for dynamic individuals to grow with us.

Role Objective

To lead a centralized monitoring control tower that ensures 100% SLA adherence across all delivery zones in India. You will be responsible for identifying operational bottlenecks (spikes in demand, rider shortages, serviceability breach) and executing real-time solutions to maintain customer NPS and delivery efficiency.

Key Responsibilities

Performance Tracking: Monitoring key performance metrics like OTD, FASR across cities and hubs.

Lost Tracking & Reduction: Track lost shipments through regular reviews, identify high-risk hubs and process gaps, coordinate with operations teams for timely recovery, and drive initiatives to reduce the overall lost rate.

SLA Tracking: Monitor live dashboards to track shipment ageing, delivery SLA adherence, and dispatch timelines across hubs and clusters.

Ageing Control: Identify high-ageing shipments (Fresh / Reattempt) and coordinate with ground operations teams to prioritize clearance.

Lifecycle Visibility: Track shipments across the entire lifecycle—from order creation to final delivery—to prevent SLA breaches.

Proactively flag shipments approaching SLA breach and drive immediate action plans with field teams

Act as the central point of contact for operational escalations, ensuring timely resolution with city operations team.

Analyze repeated SLA misses or backlog creation to identify process gaps and recommend corrective actions

Required Skills & Qualifications

Experience

1–3 years in Central Operations, Control Tower, or Logistics (preferably in E-commerce/Q-comm).

Analytical Rigor

High proficiency in SQL, Power BI/Tableau, and advanced Excel. You must be able to "read" a dashboard like a map.

Decision Speed

Ability to make high-stakes decisions (e.g., shutting down a city’s operations during a storm) in seconds.