Senior Manager – Operations PTL / B2B / Courier operations

About the role

Lead operations team and own reliable execution across PTL, B2B, courier and appointment-based

deliveries. This is a hands-on, high-ownership role combining team leadership, vendor management, fast

escalation resolution and customer retention. You will build SOP-led ways of working, improve service

performance and help grow business from existing customers through dependable operations

• Lead the team and build SOP discipline
• Own customer retention and account growth
• Manage vendor relationships and commercials
• Lead daily execution and escalation resolution
• Build reliable backup transport options
• Improve systems, reporting and service performance
• Control vendor billing and claims

Mandatory 4-7 years of relevant experience, with extensive hands-on PTL operations experience at

courier/logistics companies or aggregators.

• Strong practical knowledge of PTL, B2B, courier and appointment-based delivery operations, including

day-to-day issue resolution.

• Proven team management skills: coaching people, setting clear expectations, enforcing SOPs and

improving accountability and execution.

• Established relationships with PTL/courier vendors, plus a useful network of local and regional

transporters and vehicle owners.

• Strong negotiation and relationship management skills, with the confidence to engage courier leadership

and customer leadership directly.

• A track record of resolving customer escalations, recovering service issues and helping retain or grow

existing customer accounts.

• Comfort with technology, internal portals and Excel/Google Sheets; able to turn operational data and

frontline feedback into clear improvement actions