Lead Logistics Customer Experience & Operations Team Lead
On-site · Pune, Maharashtra, India
Job Summary
Lead Logistics Customer Experience & Operations Team Lead responsible for SCM operations and customer satisfaction. Owns the SCM business and drives end-to-end delivery by coaching a 25–30 member team, managing customer service strategy, and ensuring performance against KPIs and budgets. Builds strong relationships with customers and stakeholders, drives continuous improvement to reduce waste, and delivers proactive notifications to customers. Supports performance improvements across sea and air logistics, emphasizing on-time delivery, proactive issue resolution, and cost-conscious service levels. Demonstrates strong people development, stakeholder management, and data-driven decision-making in a diverse, global logistics environment.
Required Qualifications
- Minimum 8 years of experience in Supply Chain Management (SCM)
- Minimum 2 years of experience in leading and managing teams of 25–30 employees
- Experience in driving team performance, managing stakeholder relationships, and delivering operational objectives in a fast-paced environment
- Strong coaching and development capabilities for direct reports
- Proven ability to monitor KPIs and budgets and take corrective actions
- Experience in improving processes to enhance productivity and service levels
- Strong customer service orientation and ability to build relationships with customers
- Ability to present to stakeholders and communicate effectively in a diverse, multicultural environment
- Proactive problem-solving and decision-making capabilities
- Knowledge of documentation and commercial frameworks related to logistics (Sea, Air)
- Ability to thrive in a matrix organization and manage cross-functional collaboration
- Strong communication and stakeholder management skills
- Experience with end-to-end delivery and on-time shipping performance
- Maersk-related awareness or experience is a plus
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