Control Tower Manager

1. 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

1. 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

1. 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

1. 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

1. 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

1. 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

1. 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

• 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

• 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

The Control Tower Manager coordinates operational performance across BlitzNow’s hub network, covering staffing, escalations, shipment exceptions, and cash-on-delivery controls. The role leads a shift-based team and uses reporting and root-cause analysis to improve hub execution and prevent recurring issues.

Role at a glance

Skills mentioned

What you will likely work on

• Lead Control Tower Executives across rotating shifts, plan coverage, and manage handovers, coaching, hiring, onboarding, and KPI reviews.
• Monitor hub opening and rider attendance, coordinate escalation rules with City and Hub Managers, and flag persistent attendance gaps.
• Track shipment ageing across hubs, run daily reviews, and drive RTO, re-attempt, and lost-shipment cases to SLA closure.
• Oversee daily cash-on-delivery collection, deposits, and reconciliation; escalate shortfalls and coordinate recovery with Finance.
• Define hub discipline checks and ratings, publish results, and coordinate improvement plans for lower-rated hubs.
• Maintain network KPI dashboards and reports, diagnose under-performance, and agree corrective actions with owners.
• Present network performance and operational hotspots to leadership and key clients.
• Maintain operating procedures and escalation matrices, and partner with Product and Tech on monitoring or reporting automation.

Good fit signals

• Has around three years of operations experience, including at least one year in a Control Tower, central operations, or war-room role.
• Has led a team of five or more in a shift-based environment.
• Brings strong Excel or Google Sheets capability and working knowledge of SQL and a BI tool such as Metabase.
• Can communicate clearly and drive City and Hub Managers to resolve operational issues.
• Quick-commerce, hyperlocal delivery, last-mile logistics, Control Tower scaling, or Lean-method exposure is helpful, not required.