Executive – Operations

Job Description (JD): Executive – Operations

Company: Pocket Parcel

Location: Bengaluru

Employment Type: Full-time

Salary: 15,000/- to 20,000/-

Reporting To: Founder & Managing Director

Role Overview

The Executive – Operations will be responsible for managing and coordinating the day to-day operations of Pocket Parcel, ensuring smooth execution of courier services, partner coordination, customer service efficiency, and internal process compliance. The role requires hands-on operational control with strong reporting and execution discipline.

Key Responsibilities

1. Daily Operations Management

● Oversee daily first-mile and last-mile courier operations across partners.

● Ensure timely pickup, transit, and delivery as per defined SLAs.

● Monitor shipment lifecycle including booking, tracking, delivery, RTO, and

exceptions.

● Coordinate with hub teams, delivery executives, and partner operations teams.

2. Courier Partner & Vendor Coordination

● Act as the single point of contact for courier partners (Delhivery, DTDC, Blue Dart,

India Post, etc.).

● Ensure adherence to commercial terms, service-level agreements, and escalation

handling.

● Coordinate onboarding of new courier partners and operational integrations.

3. Customer Support & Issue Resolution

● Oversee customer service tickets related to delays, damages, loss, or billing

issues.

● Ensure quick resolution and escalation management to maintain service quality.

● Work closely with tech and support teams to improve customer experience.

4. Process & Compliance Management

● Ensure operational compliance with internal SOPs and statutory requirements.

● Maintain documentation related to delivery executives, vendors, and operations.

● Monitor insurance, KYC, and compliance records for delivery operations.

5. MIS, Reporting & Analytics

● Prepare daily, weekly, and monthly MIS reports on:

■ Shipments booked & delivered

■ Partner-wise performance

■ Revenue vs operational costs

■ Customer complaints & resolutions

● Present actionable insights and operational reports to the Founder.

6. Team Coordination

● Coordinate with delivery executives, hub staff, and backend support teams.

● Support hiring, training, and performance tracking of operations staff.

● Ensure discipline, productivity, and accountability within the operations team.

7. Continuous Improvement

● Identify bottlenecks and recommend process improvements.

● Support automation, SOP refinement, and operational scalability.

● Assist Founder in pilot projects, new city launches, and operational rollouts.

Required Skills & Competencies

● Strong operational coordination and execution skills.

● Good understanding of logistics, courier, or supply chain operations.

● Ability to handle multiple stakeholders under time pressure.

● Excellent communication and reporting skills.

● Proficiency in MS Excel, Google Sheets, and basic MIS tools.

● Problem-solving mindset with attention to detail.

Preferred Qualifications

● Bachelor’s degree in Business Administration, Operations, Logistics, or related field.

● 1–3 years of experience in logistics, courier operations, e-commerce operations,

or service operations.

● Experience working with courier aggregators or logistics platforms is an added

advantage.

Key Performance Indicators (KPIs)

● On-time pickup and delivery percentage

● Partner SLA adherence

● Customer complaint resolution TAT

● Operational cost optimization

● Accuracy and timeliness of MIS reporting