Manager – eCommerce Product, HQC

Job Title

Manager – eCommerce Product (Operations)

Function

Operations – Process Engineering

Reports To

GM – Process Engineering, Operations

Location

Head Office

Travel Required

25% þ 50% 75%

About DHL Blue Dart Express India:

Blue Dart Express Limited, a listed company, is a leader in courier, integrated air express package distribution, and eCommerce in South Asia, offering a wide range of logistics solutions. Founded in 1983, it is recognised for reliable, time-bound, and secure delivery services across 55,000+ locations in India as well as internationally. Its competencies span across evaluation and contracting, planning and transition, delivery and execution, and specific service capabilities. We pride ourselves on innovation, digitalization, service excellence, and creating long-term partnerships with our clients, enabling businesses to thrive in the fast-paced logistics environment and ever-evolving supply-chains. It wholly-owns India’s only scheduled air cargo airline, Blue Dart Aviation Limited, since May 1994, and the Concorde Air Logistics Limited, a transport, storage, and communications business, since May 2004.

Blue Dart Express Limited is a part of the DHL Group's DHL eCommerce division, leveraging this global logistics leader’s network across 220 countries and territories to provide comprehensive express and logistics solutions to our clients. Our robust network and unmatched infrastructure have positioned the Blue Dart brand as a key India-grown logistics player with an unmatched and phenomenal global outreach rooted in the DHL brand of its majority shareholder.

We are proud to be consistently ranked among India’s Top 100 Great Places to Work, combining it with DHL Group’s Top Employer certification. Being an Employer of Choice is not just a goal; it’s a fundamental part of who we are, committed to creating a workplace where people are valued, empowered, and wear the sobriquet “Blue Darter” with honour.

If you are looking to join a purpose-led, people-first, company that shapes India’s supply-chains with integrity and safety, Blue Dart is where you belong. Blue Dart offers competitive compensation and comprehensive benefits, access to cross-functional, succession planning and global career paths, and strong culture of recognition.

Position Overview:

The Manager – eCommerce Product, Process Excellence & Technology Enablement will serve as a strategic specialist within the Process Engineering function, supporting the growth, transformation and continuous improvement of Blue Dart's eCommerce business.

The role will focus on identifying opportunities for product enhancement, technology enablement, process optimization and service quality improvement across the eCommerce ecosystem. Working closely with Operations, Technology, Product, Commercial and Customer Service teams, the position will help develop scalable solutions that support business growth while improving customer and consumer experience.

The role will act as a key enabler in driving initiatives related to COD optimization, delivery strike-rate improvement, Return-to-Origin (RTO) reduction, forecasting, analytics, operational digitization and process innovation.

Job Purpose:

To support the growth and transformation of Blue Dart's eCommerce business through product innovation, process excellence, technology enablement, operational analytics and continuous improvement initiatives that enhance customer experience, improve operational performance and support scalable business growth.

Key Roles & Responsibilities:

eCommerce Product & Service Enhancement

Support the development, enhancement and implementation of eCommerce products and service offerings aligned with market and customer requirements.

Conduct market intelligence and competitive benchmarking across the eCommerce logistics ecosystem.

Identify opportunities for service differentiation and product innovation.

Support business case development for new products, services and process initiatives.

Work with business stakeholders to translate customer requirements into operational solutions..

Technology Enablement & Digital Transformation

Partner with Technology teams to define and document business requirements for enhancements within C2NG, Delivery App and other operational platforms.

Support implementation of technology-driven initiatives that improve customer experience and operational efficiency.

Identify automation opportunities across eCommerce operations.

Evaluate emerging technologies and recommend adoption of relevant solutions.

Ensure alignment between business requirements, operational processes and technology capabilities..

COD, Consumer Experience & Returns Optimization

Drive initiatives focused on improving delivery strike rates and reducing delivery failures.

Support implementation of strategies aimed at reducing Return-to-Origin (RTO) shipments.

Analyse Cash-on-Delivery (COD) shipment performance and identify opportunities for process improvements.

Evaluate consumer behaviour trends and recommend interventions to improve delivery outcomes.

Support continuous improvement initiatives focused on enhancing the end-consumer experience.

Forecasting, Planning & Business Analytics

Develop analytical frameworks and planning tools to support business decision-making.

Analyse shipment trends, demand patterns, customer behaviour and operational performance metrics.

Support volume forecasting and network readiness planning.

Design dashboards and reporting frameworks that provide actionable business insights.

Provide recommendations based on data analysis to improve business performance.

Process Excellence & Continuous Improvement

Conduct detailed process reviews to identify operational gaps and improvement opportunities.

Lead and support continuous improvement projects across the eCommerce business.

Benchmark industry best practices and evaluate opportunities for implementation within Blue Dart.

Drive standardization and governance of key eCommerce operational processes.

Support implementation of process enhancements to improve service quality and operational efficiency.

Stakeholder Management & Cross-Functional Collaboration

Collaborate closely with Operations, Technology, Commercial, Product, Customer Service and Finance teams.

Facilitate alignment between customer requirements, operational capabilities and technology solutions.

Support strategic initiatives requiring cross-functional coordination and execution.

Engage with internal stakeholders to drive adoption of new processes, products and technology solutions.

Qualifications & Experience:

Education:

Bachelor's Degree in Engineering, Supply Chain Management, Logistics, Business Administration, Statistics, Technology or related disciplines.

MBA or Post Graduate qualification in Management preferred.

Experience:

5–7 years of relevant experience in eCommerce logistics, express logistics, supply chain, product management, process excellence, business analytics, network planning or technology-enabled operations.

Experience with leading eCommerce logistics organizations such as Delhivery, Shadowfax, Xpressbees, Ecom Express, Amazon Logistics, Flipkart Logistics or similar organizations preferred.

Experience in product development, process transformation, operational excellence or technology implementation initiatives.

Strong understanding of last-mile operations, delivery networks, COD processes and customer experience management.

Experience working across cross-functional teams in fast-paced business environments.

Skills & Capabilities:

Technical Skills:

eCommerce Logistics & Last-Mile Operations

Product Development & Service Design

Process Excellence & Continuous Improvement

Business Analytics & Data Interpretation

Forecasting & Capacity Planning

Technology Requirement Gathering

Automation & Digital Transformation

Project & Program Management

Dashboarding & Reporting Tools

Operational Performance Management

Key Competencies:

Strategic Thinking

Analytical Problem Solving

Innovation & Continuous Improvement Mindset

Customer Centricity

Stakeholder Management

Influencing & Collaboration Skills

Agility & Adaptability

Execution Excellence

Result Orientation

Key Performance Indicators:

Sr. No.

Key Result Area

Key Performance Indicator

1

Product Enhancement

Successful implementation of approved product and service improvements

2

Technology Enablement

Delivery of approved technology enhancements and automation initiatives

3

Service Quality

Improvement in delivery strike rate and reduction in service exceptions

4

RTO Reduction

Reduction in Return-to-Origin percentage

5

COD Effectiveness

Improvement in COD performance and delivery success rates

6

Forecasting & Planning

Improvement in forecast accuracy and planning effectiveness

7

Process Excellence

Number and impact of process improvement initiatives implemented

8

Customer Experience

Improvement in customer and consumer experience metrics

9

Business Growth Support

Successful execution of initiatives supporting eCommerce growth objectives

Why join DHL Blue Dart?

When you join us, you’re not just taking a job - you’re becoming part of a purpose-led movement that’s reshaping the future of logistics across India and the world. At Blue Dart, we don’t just deliver parcels - we deliver excellence, innovation, and opportunity every day.

Here’s what makes us stand out:

Great Place to Work® Certified - a testament to our people-first culture, inclusive environment, and commitment to your growth and well-being.

Competitive pay and performance-linked rewards that truly recognize your impact.

Structured learning, global exposure, and on-the-job coaching to help you grow faster than ever.

Best-in-class benefits - from comprehensive medical cover (including optional parental care) to financial wellness and generous time off.

A culture that celebrates diversity, innovation, and bold thinking - where your voice is heard and your contributions matter.

Global career paths across the DHL Group, opening doors to opportunities in 220+ countries and territories.

The pride of working with India’s most awarded logistics brand, trusted by millions and driven by purpose.

This is your chance to do meaningful work, build a career without borders, and thrive in a company that’s not just a logistics leader - but a Great Place to Work. Come grow with us.

Disclaimer:

At Blue Dart Express Limited, all recruitment is conducted through a fair, transparent, and merit-based process aligned with our commitments to Human Rights and Diversity, Equity, Inclusion & Belonging (DEIB).

Blue Dart does not request or accept any fees, deposits, or payments from candidates at any stage of the recruitment or onboarding process. Any such request is fraudulent and unauthorized.

Blue Dart shall not be responsible for any loss arising from such fraudulent activity. For verification, candidates may write to bdjobs@bluedart.com.

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