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 likeIvyCap 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.