About this role
Job Title Executive - Operations (Shiprocket Implant)
Function Operations
Reports To Regional Operations Head
Location Mumbai, Delhi, Bangalore, Kolkata
Travel Required 25% þ 50% ☐ 75% ☐
About DHL Blue Dart Express India:
Blue Dart Express Limited, a listed company, is a leader in courier, integrated air express package distribution, and eCommerce in South Asia, offering a wide range of logistics solutions. Founded in 1983, it is recognised for reliable, time-bound, and secure delivery services across 55,000+ locations in India as well as internationally. Its competencies span across evaluation and contracting, planning and transition, delivery and execution, and specific service capabilities. We pride ourselves on innovation, digitalization, service excellence, and creating long-term partnerships with our clients, enabling businesses to thrive in the fast-paced logistics environment and ever-evolving supply-chains. It wholly-owns India’s only scheduled air cargo airline, Blue Dart Aviation Limited, since May 1994, and the Concorde Air Logistics Limited, a transport, storage, and communications business, since May 2004. Blue Dart Express Limited is a part of the DHL Group's DHL eCommerce division, leveraging this global logistics leader’s network across 220 countries and territories to provide comprehensive express and logistics solutions to our clients. Our robust network and unmatched infrastructure have positioned the Blue Dart brand as a key India-grown logistics player with an unmatched and phenomenal global outreach rooted in the DHL brand of its majority shareholder. We are proud to be consistently ranked among India’s Top 100 Great Places to Work, combining it with DHL Group’s Top Employer certification. Being an Employer of Choice is not just a goal; it’s a fundamental part of who we are, committed to creating a workplace where people are valued, empowered, and wear the sobriquet “Blue Darter” with honour. If you are looking to join a purpose-led, people-first, company that shapes India’s supply-chains with integrity and safety, Blue Dart is where you belong. Blue Dart offers competitive compensation and comprehensive benefits, access to cross-functional, succession planning and global career paths, and strong culture of recognition. Position Overview:
The Executive Operations (Shiprocket Implant) serves as the dedicated regional point of contact between Blue Dart and Shiprocket, ensuring seamless execution of operational requirements, service delivery, shipment prioritization, and resolution of customer escalations. The role is responsible for driving key performance metrics, coordinating with regional operations teams, monitoring shipment performance, facilitating exception handling, and providing operational visibility to both Blue Dart and Shiprocket stakeholders. The position plays a critical role in supporting enterprise business growth by ensuring proactive customer engagement, timely issue resolution, and adherence to agreed service standards. Job Purpose:
To act as a dedicated regional operations representative for Shiprocket, enabling effective coordination between customer and operations teams, driving service excellence, managing escalations, monitoring performance metrics, and improving overall customer experience across the region. Key Roles & Responsibilities:
Customer Relationship Management
• Act as the single point of contact (SPOC) for Shiprocket within the assigned region. • Build and maintain strong working relationships with Shiprocket operational and business stakeholders. • Participate in regular review meetings and performance discussions.. Operational Coordination
• Coordinate with service centres, hubs, gateways and regional operations teams to ensure smooth shipment movement. • Facilitate shipment prioritization and operational interventions wherever required. • Support implementation of customer-specific operational requirements within approved SOPs. Escalation Management
• Handle customer escalations related to pickup, delivery, RTO, POD, NDR and service failures. • Ensure timely closure of escalations through coordination with relevant operational teams. • Track and communicate resolution status to stakeholders.. Service Performance Monitoring
• Monitor daily operational performance against agreed service metrics. • Identify performance gaps and initiate corrective actions. • Highlight network constraints and operational challenges affecting customer service levels. Enterprise Support & Visibility
• Provide operational visibility and actionable updates to Shiprocket stakeholders. • Monitor enterprise shipment trends and identify opportunities for service improvement. • Support peak season planning and enterprise business readiness. Reporting & Analytics
• Track key customer performance indicators and prepare periodic MIS reports. • Analyse shipment trends, service failures, escalation patterns and operational exceptions. • Publish dashboards and actionable reports for stakeholders.
Process Compliance
• Ensure adherence to Blue Dart operational processes and SOPs. • Support implementation of customer-specific initiatives approved by management. • Drive operational discipline and process compliance across locations. Stakeholder Management Coordinate closely with:
• Regional Operations Teams • Service Quality Teams • Hub & Gateway Operations • Customer Service Teams • Commercial Teams • Key Account Managers • Shiprocket Operations Team Qualifications & Experience:
Education:
· Graduate in any discipline. Experience:
• 2-5 years of experience in Logistics, Courier, Express Distribution, Customer Operations or Supply Chain Operations. • Experience in customer-facing operational roles preferred. • Exposure to escalation management and service performance monitoring will be an advantage. Skills & Capabilities:
Technical Skills:
• Express Logistics & Ground Operations Knowledge • Customer Escalation Management • Shipment Tracking & Service Monitoring • Operations Coordination & Process Management • MIS Reporting & Data Analysis • Root Cause Analysis • MS Excel & Operational Dashboards • • Behavioural Competencies:
• Customer Centricity • Effective Communication • Problem Solving • Ownership & Accountability • Collaboration & Teamwork • Decision Making • Result Orientation • Adaptability & Agility
Key Performance Indicators:
KRAs KPIs
Customer Service Performance BPR, RAD, EDD Performance
Escalation Management Escalation Closure TAT
Shipment Visibility Timely Status Updates & Resolution Rate
Service Quality Reduction in Service Failures
Customer Satisfaction Stakeholder Feedback Score
NDR Management NDR Resolution Timeliness
Operational Coordination Resolution of Pickup / Delivery Exceptions
Process Compliance SOP Adherence & Audit Compliance
Reporting & Analytics Accuracy and Timeliness of MIS Reports
Enterprise Business Support Peak Readiness & Customer Engagement Effectiveness
Why join DHL Blue Dart?
When you join us, you’re not just taking a job—you’re becoming part of a purpose-led movement that’s reshaping the future of logistics across India and the world. At Blue Dart, we don’t just deliver parcels—we deliver excellence, innovation, and opportunity every day. Here’s what makes us stand out:
• Great Place to Work® Certified—a testament to our people-first culture, inclusive environment, and commitment to your growth and well-being. • Competitive pay and performance-linked rewards that truly recognize your impact. • Structured learning, global exposure, and on-the-job coaching to help you grow faster than ever. • Best-in-class benefits—from comprehensive medical cover (including optional parental care) to financial wellness and generous time off. • A culture that celebrates diversity, innovation, and bold thinking—where your voice is heard and your contributions matter. • Global career paths across the DHL Group, opening doors to opportunities in 220+ countries and territories. • The pride of working with India’s most awarded logistics brand, trusted by millions and driven by purpose. This is your chance to do meaningful work, build a career without borders, and thrive in a company that’s not just a logistics leader—but a Great Place to Work. Come grow with us. Disclaimer: At Blue Dart Express Limited, all recruitment is conducted through a fair, transparent, and merit-based process aligned with our commitments to Human Rights and Diversity, Equity, Inclusion & Belonging (DEIB). Blue Dart does not request or accept any fees, deposits, or payments from candidates at any stage of the recruitment or onboarding process. Any such request is fraudulent and unauthorized. Blue Dart shall not be responsible for any loss arising from such fraudulent activity. For verification, candidates may write to [email protected].