Job Title

Role Overview:As a Freight Ops Lead, you will be responsible for managing the end-to-end operations of Prozo’s D2C Freight vertical. This is a high-ownership role focused on execution excellence, service performance, process adherence, and cross-functional collaboration. You will be instrumental in ensuring operational scalability, customer satisfaction, and service consistency as the D2C vertical continues to grow. You will work closely with the supply-side lead (responsible for vendor aggregation and onboarding), the sales team, the Control Tower, and product/tech teams to deliver a seamless freight experience to our clients. This vertical operates within the broader Prozo Logistics Network (PLN), encompassing various freight types.Key Responsibilities:- Freight Operations Management- Manage day-to-day operations of D2C shipments including pickup, linehaul, transshipment, and final delivery for both appointment and non-appointment shipments.- Ensure process compliance, documentation accuracy, and timely handovers across all legs of movement.- Service Performance & SLA Adherence- Monitor and ensure adherence to client SLAs including TAT, Ensure delivery of seamless client onboarding and execution FTR (First Time Right).- Drive initiatives to minimize delivery failures, delays, and improve overall service quality.- Process Improvement & RCA/CAPA- Lead root cause analysis (RCA) for service failures, delays, and delivery issues.- Develop and implement corrective and preventive actions (CAPA) to eliminate recurring issues.- Client Implementation & Operational Readiness- Coordinate with sales and implementation teams to ensure operational preparedness for new client go-lives.- Establish SOPs and execution plans tailored to specific client requirements.- Team Management & Performance- Lead and mentor the D2C Freight operations team; ensure role clarity, accountability, and performance alignment.- Foster a culture of ownership, responsiveness, and continuous improvement within the team.- Control Tower & Visibility Enablement- Collaborate with the Control Tower team to ensure real-time tracking and proactive exception management.- Use dashboards and data analytics for performance reporting and decision-making.- Cross-functional Collaboration- Work closely with supply, tech, product, and sales teams to ensure seamless and customer-centric operations.- Provide operational inputs during commercial discussions, product enhancements, and capacity planning.- Data-Driven Decision Making- Analyze operational data to identify trends, bottlenecks, and opportunities for optimization.- Build and track key metrics/KPIs to ensure operations are aligned with strategic goals.Qualifications & Experience:- 5-10 years of experience in logistics and supply chain management, with at least 5 years in D2C Freight Operations management role- Deep understanding of D2C freight movement, regional nuances, and operational intricacies.- Strong problem-solving and analytical skills, especially around service failures and RCA/CAPA.- Ability to manage distributed teams and lead with ownership in a fast-paced environment.- Excellent communication and coordination skills for cross-functional stakeholder management.Comfortable with logistics technology, dashboards, and operational tools.