Executive / Senior Executive Special Projects, PSP

Role & responsibilities

• Manage and execute special projects related to PSP and last-mile operations.
  • Coordinate with Operations, City Leads, Hub Teams, Vendors, Tech/Product and other stakeholders.
  • Monitor PSP performance, delivery efficiency, SLA adherence, ageing, cancellations, RTO/RVP and customer escalations.
  • Identify operational gaps and drive RCA, CAPA and corrective actions.
  • Develop and implement SOPs and process improvements to improve service quality and operational efficiency.
  • Track project-wise KPIs, productivity, cost savings and service improvements.
  • Manage and monitor 3PL/vendor performance, including rider availability, productivity, SOP adherence and service levels.
  • Support new processes, pilots and city-level rollouts and ensure timely implementation and stabilization.
  • Prepare MIS, dashboards and daily/weekly project reports for management review.
  • Ensure timely closure of operational issues and escalations related to assigned projects.
  • Conduct regular performance reviews and communicate action plans and timelines to stakeholders.
  • Maintain proper documentation of project progress, challenges, RCA and outcomes.
  • Ensure compliance with company policies, operational SOPs and customer-service standards.