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 ManagementManage 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 AdherenceMonitor 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/CAPALead 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 ReadinessCoordinate 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 & PerformanceLead 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 EnablementCollaborate 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 CollaborationWork 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 MakingAnalyze 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 roleDeep 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.