Program Manager

Job Title:

Program Manager – D2C Operations & Customer Experience

Location:

Gurgaon

Employment Type:

Full-Time

About Prozo
Prozo is an integrated supply chain company transforming fulfillment across India through a pan-India warehousing and freight network. Powered by an end-to-end supply chain technology stack and a centralized control tower, Prozo delivers enterprise-grade supply chain capabilities on a pay-per-use basis — positioning itself as the “AWS of Supply Chain.”
Prozo operates 40+ multi-channel, tech-enabled warehouses spanning ~2 million sq. ft. and a logistics network covering 29,000+ pin codes. We serve leading D2C brands, SMEs, and large enterprises across fashion, FMCG, electronics, and lifestyle categories, enabling reliable, scalable, and SLA-driven B2B, B2C, and D2C fulfillment.

Role Overview
Prozo is hiring a Program Manager – D2C Operations & Customer Experience to own end-to-end operational performance, process governance, and customer experience outcomes across its D2C freight vertical.
This role will act as the central performance and process owner across Forward (FWD), Reverse Pickup (RVP), Same Day Delivery (SDD), and Next Day Delivery (NDD) models. The incumbent will work cross-functionally with Operations, Control Tower, Key Account Management (KAM), Analytics, Product, and Courier Partners to ensure predictable, scalable, and best-in-class delivery experiences for Prozo’s D2C brands.
This is a high-ownership, programmatic role that goes beyond monitoring metrics. The role is responsible for designing watertight processes, driving continuous improvement, and ensuring customer experience consistency at scale.

Key Responsibilities / KRAs
1 Brand-Level Performance Ownership:
Own end-to-end operational performance for assigned D2C brands across all delivery models.
Drive structured performance governance with courier partners and internal KAM teams.
Define, track, and improve operational KPIs such as OTD, SLA adherence, breach percentage, RTO percentage, damage rates, NDR resolution, and predictability of delivery experience.
Act as the single-threaded owner for brand-wise operational health and performance improvement plans.

2 Control Tower Excellence & Exception Management
Ensure control tower breaches are minimized through proactive monitoring and early intervention.
Lead deep-dive root cause analysis for recurring breaches across lanes, couriers, hubs, and time bands.
Define escalation frameworks, resolution SLAs, and preventive action mechanisms.
Partner with tech and analytics teams to strengthen alerts, dashboards, and exception visibility.

3 Courier Partner Performance Management
Drive structured performance reviews with courier partners across Forward (FWD), Reverse Pickup (RVP), Same Day Delivery (SDD), and Next Day Delivery (NDD).
Translate performance data into clear corrective actions with defined ownership and timelines.
Track and close courier commitments in a disciplined, governance-driven manner.

4 SOP Ownership, Process Design & Governance
Act as the single owner for drafting, reviewing, and governing SOPs for all critical D2C freight processes.
Design watertight, scalable, and portable SOPs that ensure consistent execution across brands, couriers, lanes, and geographies.
Continuously revisit and refine SOPs based on control tower learnings, breach analysis, client feedback, evolving SLAs, and courier capability or network changes.
Ensure SOPs are aligned across internal teams (Operations, Control Tower, KAM, Billing) and external stakeholders (courier partners and clients).
Drive SOP adoption through training, audits, and periodic checks.

5 Customer Experience & Process Optimization
Own customer experience outcomes from an operations standpoint, ensuring delivery experiences are predictable, consistent, and aligned with Prozo’s service promise.
Translate customer pain points and operational failures into structural process improvements rather than short-term fixes.
Work cross-functionally to optimize handoffs, eliminate grey areas, and improve coordination across teams.
Ensure operational processes protect and enhance the end-customer experience for Prozo’s D2C clients.

6 Market,…