Sr. Mgr- Operations and Key Accounts, Sonipat

Key Responsibilities Team Leadership&People Management Hire, onboard, train, and manage KAMs and Courier Account Managers Define roles, targets, and daily workflows; conduct performance check-ins and structured weekly reviews Identify skill gaps, coach team members, and motivate through goal-setting and recognition Existing Business ManagementOwn customer escalations and ensure root-cause resolution Conduct business reviews with key accounts and drive expansion efforts Manage rate renegotiations and contract renewals Track and improve customer satisfaction metrics (CSAT/NPS) Courier Vendor Management Onboard new courier partners and negotiate ratesManage ongoing courier SLAs, escalations, and dispute resolution Track vendor performance by lane, volume, and account, and optimize allocation Day-to-Day Operations Oversight Ensure first-mile, mid-mile, and last-mile operational performance Monitor pickup, manifest accuracy, on-time departure, RTO management, and POD trackingAct as the final escalation point for unresolved operational issues Process Development&Standardization Identify recurring failure patterns and drive corrective actions Build and enforce SOPs for operational workflows Standardize practices across accounts and collaborate with the product team for tool improvements Technology&Reporting Ensure team adoption of internal tools and platform features Participate in defining new technology requirements based on operational and client feedback Prepare and present performance dashboards covering OTIF%, RTO rates, appointment adherence, lane performance, and escalations