Job Title: Delivery Lead/Manager - Logistics & DTC Operations
Location: Hyderabad, India
Job Summary: We are seeking experienced & dynamic Logistics and DTC Delivery Manager who will be responsible for overseeing the end-to-end delivery of logistics and direct-to-consumer (DTC) operations, ensuring seamless, efficient, and cost-effective supply chain and customer fulfillment processes. This role involves strategic planning, operational execution, and performance optimization of logistics (including transportation, warehousing, and last-mile delivery) and DTC operations (e.g., order fulfillment, customer experience, and returns management). Additionally, the Delivery Manager will lead and manage an offshore team supporting logistics and DTC operations, ensuring alignment with organizational goals, high productivity, and quality service delivery. The role requires collaboration with cross-functional teams, third-party vendors, and stakeholders to drive operational excellence and customer satisfaction. This role also requires close collaboration with onshore teams and stakeholders to ensure seamless integration and delivery of technical solutions. The candidate must be willing to work on site 4 days a week in Hyderabad, during US EST time zone.
Key Responsibilities:
Logistics Operations Management:
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Oversee the end-to-end logistics process, including procurement, transportation, warehousing, inventory management, and last-mile delivery, to ensure timely and cost-effective operations.
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Develop and implement logistics strategies to optimize supply chain efficiency, reduce costs, and improve delivery performance.
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Monitor key performance indicators (KPIs) such as delivery times, transportation costs, inventory turnover, and order accuracy to drive continuous improvement.
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Manage relationships with third-party logistics providers (3PLs), carriers, and freight forwarders to ensure service level agreements (SLAs) are met.
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Ensure compliance with regulatory requirements, including customs, import/export laws, and safety standards, in all logistics operations.
DTC Operations Management:
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Oversee DTC order fulfillment processes, including order processing, picking, packing, shipping, and returns management, to deliver an exceptional customer experience.
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Develop and implement strategies to enhance DTC operational efficiency, reduce fulfillment costs, and improve delivery speed.
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Collaborate with e-commerce, marketing, and customer service teams to align DTC operations with brand objectives and customer expectations.
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Manage DTC platforms and tools (e.g., Shopify, Magento, or custom solutions) to ensure seamless integration with logistics systems and accurate order tracking.
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Implement returns and reverse logistics processes to minimize losses and enhance customer satisfaction.
End-to-End Delivery Management:
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Act as the overall delivery manager for logistics and DTC operations, ensuring alignment between supply chain, fulfillment, and customer delivery processes.
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Develop and maintain delivery schedules, ensuring on-time delivery (OTD) and high customer satisfaction scores (CSAT).
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Identify and mitigate risks in the delivery process, such as supply chain disruptions, delays, or capacity constraints.
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Drive process standardization and automation across logistics and DTC operations to improve scalability and efficiency.
Offshore Team Management:
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Lead and manage an offshore team responsible for supporting logistics and DTC operations, including tasks such as order processing, inventory tracking, customer support, and data analysis.
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Set clear objectives, KPIs, and performance expectations for the offshore team, ensuring alignment with organizational goals.
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Provide training, mentorship, and guidance to offshore team members to enhance skills, productivity, and quality of work.
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Foster effective communication and collaboration between offshore and onshore teams, bridging time zone and cultural differences.
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Monitor offshore team performance, conduct regular performance reviews, and implement corrective actions as needed.
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Ensure offshore operations comply with company policies, data security standards, and service quality requirements.
Vendor and Stakeholder Collaboration:
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Build and maintain strong relationships with key stakeholders, including suppliers, 3PLs, technology vendors, and internal teams (e.g., procurement, IT, finance).
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Negotiate contracts and service agreements with vendors to optimize costs and service levels.
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Collaborate with cross-functional teams to align logistics and DTC operations with business objectives, such as sales targets, marketing campaigns, or new product launches.
Technology and Process Optimization:
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Leverage technology solutions, such as warehouse management systems (WMS), transportation management systems (TMS), and order management systems (OMS), to streamline operations.
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Implement data-driven decision-making by analyzing operational data (e.g., delivery performance, inventory levels, customer feedback) to identify trends and opportunities.
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Drive digital transformation initiatives, such as automation, AI-based demand forecasting, or route optimization, to enhance logistics and DTC efficiency.
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Ensure integration of logistics and DTC systems with enterprise platforms (e.g., ERP, CRM) for real-time visibility and data accuracy.
Financial and Budget Management:
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Develop and manage budgets for logistics and DTC operations, ensuring cost control and alignment with financial goals.
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Monitor and report on operational expenses, identifying opportunities for cost savings without compromising service quality.
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Provide regular updates to senior leadership on financial performance, operational metrics, and strategic initiatives.
Customer Experience and Continuous Improvement:
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Ensure logistics and DTC operations deliver a seamless and positive customer experience, from order placement to delivery and returns.
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Implement customer feedback mechanisms to identify pain points and drive improvements in service delivery.
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Lead continuous improvement initiatives, such as Lean, Six Sigma, or Kaizen, to enhance operational efficiency and quality.
Compliance and Risk Management:
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Ensure all logistics and DTC operations comply with relevant regulations, including labor laws, environmental standards, and data privacy requirements (e.g., GDPR, CCPA).
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Implement risk management strategies to address potential disruptions, such as supply chain shortages, geopolitical issues, or natural disasters.
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Maintain high standards for workplace safety and sustainability in logistics and warehousing operations.
Communication: Facilitate effective communication between offshore and onshore teams, ensuring transparency and alignment on project status, risks, and issues.
Problem Solving: Proactively identify and resolve technical and operational challenges to ensure smooth project execution.
Stakeholder Management: Build and maintain strong relationships with key stakeholders, providing regular updates and addressing any concerns or requirements.
Qualifications:
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Education: Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, Operations Management, or a related field. A Master’s degree or MBA is a plus.
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Experience:
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5-10 years of experience in logistics, supply chain, or DTC operations, with at least 3 years in a managerial or delivery-focused role.
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Proven experience managing end-to-end logistics processes, including transportation, warehousing, and last-mile delivery.
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Hands-on experience with DTC operations, including e-commerce fulfillment, order management, and customer experience optimization.
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2+ years of experience managing offshore or remote teams, preferably in logistics, DTC, or customer support functions.
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Demonstrated success in implementing process improvements, cost reductions, or technology solutions in logistics or DTC environments.
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Technical Skills:
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Proficiency with logistics and DTC technology platforms, such as WMS (e.g., Manhattan, Oracle WMS), TMS (e.g., Oracle Transportation Management, Blue Yonder), OMS, or e-commerce platforms (e.g., Shopify, Magento).
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Strong knowledge of ERP systems (e.g., Oracle NetSuite, SAP, Microsoft Dynamics) and their integration with logistics/DTC workflows.
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Familiarity with data analytics tools (e.g., Tableau, Power BI, Excel) for performance monitoring and decision-making.
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Understanding of automation, AI, or IoT technologies in logistics and supply chain is a plus.
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Soft Skills:
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Exceptional leadership and team management skills, with the ability to motivate and manage geographically dispersed teams.
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Strong analytical and problem-solving skills to address operational challenges and drive strategic outcomes.
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Excellent communication and interpersonal skills to collaborate with stakeholders, vendors, and present to senior leadership.
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Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities, and adapting to changing business needs.
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Strategic thinking and customer-centric mindset to balance operational efficiency with customer satisfaction.
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Problem-Solving: Strong analytical and problem-solving abilities, with a proactive approach to addressing challenges.
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Cultural Awareness: Ability to work effectively in a multicultural environment and manage teams across different time zones.
Preferred Qualifications:
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Certifications such as APICS CPIM, CSCP, PMP, or CISM (Certified in Logistics, Transportation, and Distribution) are highly desirable.
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Experience in a retail, e-commerce, or CPG (Consumer Packaged Goods) industry with a focus on DTC channels.
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Knowledge of international logistics, including cross-border shipping, customs regulations, and global supply chains.
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Familiarity with Agile or Scrum methodologies for project management.
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Experience with sustainability initiatives in logistics, such as carbon-neutral shipping or eco-friendly packaging.
