Operations Manager US Vehicle Logistics

Primary Responsibilities

The Operations Manager will be responsible for the complete execution and performance of the India Operations team.

Responsibilities include:

• Lead and manage a team supporting US vehicle logistics operations.
• Drive daily operational performance against defined KPIs and SLAs.
• Manage carrier sourcing, onboarding, negotiations, and relationship management.
• Oversee customer communication and issue resolution with US clients.
• Monitor shipment execution from dispatch through delivery.
• Identify operational bottlenecks and implement process improvements.
• Analyze operational reports and performance dashboards.
• Coach, mentor, and develop team members.
• Ensure high customer satisfaction through proactive communication.
• Collaborate with US leadership on operational planning and execution.
• Maintain operational documentation and process compliance.
• Promote accountability, ownership, and continuous improvement across the team.

Minimum Qualifications

Applicants must meet ALL of the following requirements.

• Bachelor's Degree required.
• Minimum 5 years of operations experience.
• Minimum 3 years managing people.
• Experience working with US customers.
• Experience working permanent night shifts.
• Experience in logistics, transportation, freight brokerage, supply chain, or related operations.
• Excellent spoken and written English.
• Experience using CRM systems.
• Experience using SaaS-based business applications.
• Strong analytical and problem-solving skills.
• Experience managing operational KPIs.
• Willing to relocate to Patna and work from office.
• No remote work option.

Preferred Experience

Candidates with experience in any of the following will receive preference:

• Vehicle Logistics
• Freight Brokerage
• Truck Dispatch
• Carrier Sales
• Transportation Management Systems (TMS)
• Load Boards
• Customer Success
• BPO Operations supporting US customers
• Operations Leadership
• Process Improvement
• Lean Operations
• Six Sigma
• Workforce Management

Required Technical Skills

• CRM Platforms
• Microsoft Excel (Advanced)
• Google Workspace
• Reporting Dashboards
• SaaS Platforms
• Transportation Management Systems
• Performance Reporting
• Operational Analytics

Leadership Competencies

The successful candidate must demonstrate:

• High ownership
• Strong decision-making ability
• Conflict management
• Team leadership
• Customer-first mindset
• Negotiation skills
• Critical thinking
• Coaching ability
• Accountability
• Speed of execution
• Attention to detail
• Professional integrity

Performance Metrics

The selected candidate will be responsible for achieving and improving team performance across measurable operational KPIs including:

• Customer Satisfaction (CSAT)
• SLA Compliance
• On-Time Shipment Execution
• Carrier Response Time
• Shipment Resolution Time
• Team Productivity
• Operational Accuracy
• Customer Retention
• Escalation Resolution
• Team Quality Scores

Performance bonuses will be linked to both individual and team performance