Control Tower Manager

Role summary The Control Tower Manager leads the Control Tower team and owns network health across all BlitzNow hubs. You will run the shift roster, set the daily rhythm of monitoring and escalation, and turn Control Tower data into fixes on the ground. You move the team from firefighting to preventing repeat failures. Key responsibilities Team and shift management Lead a team of Control Tower Executives across rotational morning and evening shifts, including weekends and peak days Plan the shift roster, run shift handovers and make sure no hub goes unmonitored Coach, review and rate executives on their KPIs; hire and onboard new team members Hub opening and rider reporting Own on-time hub opening and on-time rider reporting across the network Set escalation rules with City and Hub Managers for late openings and rider no-shows Track rider attendance trends and flag hubs with chronic shortfalls to Ops leadership Shipment ageing Own the ageing bucket for every hub and drive closure within SLA Run daily ageing reviews with hub teams and push RTO, re-attempt and lost-shipment cases to closure Cash on Delivery Own daily CoD monitoring for all hubs: collection, deposit and reconciliation Escalate pending deposits and short cash the same day; work with Finance on recovery Hub discipline and rating Define the hub discipline checklist and the hub rating method, and publish ratings weekly Drive bottom-rated hubs through improvement plans with the ground team Reporting and analytics Build and maintain daily, weekly and monthly reports and dashboards on network KPIs Find the root cause of under-performance and agree corrective actions with owners Present network performance and hot spots to leadership and key clients Process and SOPs Write and update Control Tower SOPs and escalation matrices Find automation opportunities in monitoring and reporting, and work with Product and Tech to build them What we are looking for Graduate in any discipline. Supply Chain is a plus. ~3 in operations, with at least 1 years in a Control Tower, central ops or war room role Experience leading a team of 5 or more people in a shift-based setup Strong Excel or Google Sheets skills; working knowledge of SQL and a BI tool such as Metabase Clear communicator & Owner who can push City and Hub Managers to act and close issues Good to have Past experience in quick commerce, hyperlocal delivery or last-mile logistics Experience setting up a Control Tower from scratch or scaling one across cities Exposure to Lean or root cause methods such as 5 Whys or DMAIC