Freight Tiger - Senior Key Account Manager (6-12 Yrs) Mumbai (B2B/Corporate Sales)

Our growth plans:We process close to 4% of the country s freight on our software platform. Our goal is to get to 20% of the country s freight by 2028. This gives us a bird s eye view of the market. We re already the largest road freight technology platform in the country and we plan to build on this base to drive growth in software, freight marketplace and supply chain financing to get to a 100M USD revenue by 2028.About the Role: We are looking for a Senior Manager - Operations to own end-to-end customer support delivery across platforms, products, and enterprise customers. This role is critical in ensuring high availability, SLA adherence, operational excellence, and customer satisfaction at scale.The role demands a strong people leader with deep operational rigor, experience handling escalations, and the ability to drive continuous improvement through process, automation, and cross-functional collaboration.Key Responsibilities :Customer Support & Operations Ownership :- Own end-to-end customer support operations and service delivery across all channels.- Drive strict adherence to SOPs, SLAs, compliance, and quality standards.- Monitor operational performance including queues, volumes, backlogs, and turnaround times.- Ensure zero unapproved stoppage of operations and uninterrupted service delivery.Escalation & Incident Management :- Act as the final escalation point for customer escalations and critical incidents.- Lead incident response, root cause analysis (RCA), and corrective/preventive action plans.- Proactively identify operational risks and ensure timely escalation and mitigation.People Leadership & Performance Management :- Lead and manage Team Leads, Supervisors, and Support Executives across shifts.- Drive performance management, including goal setting, coaching, feedback, PIPs, and corrective actions.- Build a high-performance, customer-first culture with strong ownership and accountability.- Ensure effective workforce planning, shift coverage, and capacity utilization.Metrics, MIS & Governance :- Track, analyze, and continuously improve key KPIs including SLA, TAT, Quality, CSAT, and productivity.- Prepare and publish operational MIS, dashboards, and performance reports for leadership and stakeholders.- Lead regular customer and internal operational reviews, ensuring transparent communication of service health.Process Excellence & Continuous Improvement :- Identify process gaps and inefficiencies; drive continuous improvement initiatives.- Lead automation, tooling, and system optimization initiatives in partnership with Product and Tech teams.- Optimize productivity, headcount utilization, and operational costs without compromising service quality.Stakeholder & Vendor Management :- Act as Single Point of Contact (SPOC) for key enterprise customers and internal stakeholders.- Collaborate closely with Product, Technology, Sales, and Business teams to resolve customer issues and influence roadmap improvements.- Manage vendors and outsourced support teams, ensuring performance, compliance, and cost efficiency.Desired Candidate Profile : - 6-8 years of experience in Customer Support / Operations, preferably in SaaS, Logistics Tech, or Enterprise Platforms.- Proven experience managing large, multi-layered support teams and complex operations.- Strong understanding of SLA-driven environments, incident management, and escalation handling.- Hands-on experience with process improvement, automation, and operational analytics.- Excellent stakeholder management and executive communication skills.- Data-driven, structured, and execution-focused leadership style.- Experience working in 24x7 operations and shift-based environments is a plus. (ref:updazz.com)

Payroll Type : Permanent