Assistant Manager-Control Tower

Assistant Manager (Control Tower) - Truemeds

Work Location: Truemeds HO – Mumbai

Control Tower Overview

The Control Tower (CT) owns centralized performance monitoring and governance across the Supply Chain

network, with ownership of Reliability, Cost, Speed, and Customer Experience. It tracks business-critical metrics,

enforces SLA adherence, and drives structured escalations to resolve operational deviations.

The CT team drives root-cause analysis, corrective actions with warehouse stakeholders, and ensures standardized

documentation to prevent recurrence and improve network-level execution consistency.

Role Overview

This role is part of the Control Tower team and owns end-to-end FC performance monitoring, SLA adherence, and

execution consistency across the warehouse network. The incumbent will independently drive risk identification,

root-cause resolution, and cross-functional alignment with warehouse and central stakeholders, taking greater

ownership of escalation closure and process improvement than a purely execution-focused role.

Key Responsibilities

End-to-End SLA & Reliability Monitoring

• Own real-time performance monitoring across inbound, outbound, and returns operations.

• Monitor end-to-end customer order execution across the warehouse network in real time.

• Track and analyze SLAs across the order lifecycle and inventory flow, flagging risks proactively.

Breach Tracking & Resolution Ownership

• Own daily operational breach tracking and documentation across the network.

• Lead structured root-cause discussions with warehouse teams, going beyond follow-up to drive resolution

ownership.

• Drive CAPA (Corrective and Preventive Action) closure end-to-end, ensuring recurrence prevention.

• Independently escalate unresolved or recurring issues to leadership with data-backed insights and recommended

actions.

Data Analysis & Reporting

• Own and maintain Control Tower trackers and dashboards across key metrics.

• Prepare and present daily and weekly performance summaries for leadership reviews.

• Ensure data accuracy, consistency, and translate data into actionable insights for stakeholders.

Continuous Improvement & Governance

• Identify recurring gaps and proactively drive improvement initiatives in execution processes.

• Own SLA adherence improvement and reduction in operational variability as a key deliverable.

• Contribute to strengthening CT governance frameworks, SOPs, and escalation matrices.

Key Skills & Competencies

• Strong stakeholder management skills, including with senior warehouse and cross-functional leadership.

• High level of ownership, execution discipline, and ability to work independently with minimal supervision.

• Strong analytical and structured problem-solving skills.

• Ability to operate effectively and prioritize in a fast-paced, multi-stakeholder environment.

• Ability to mentor and guide junior team members as needed.

Qualifications & Experience

• Minimum 2 years of relevant work experience in FC/CT or Central roles in an e-commerce or quick commerce

environment.

• Bachelor's degree in Engineering, Operations, Supply Chain, or a related discipline.

• Experience in Control Tower operations and Warehouse operations.

• Strong proficiency in MS Excel; working knowledge of dashboards and MIS reporting required.

• Working knowledge of WMS / operational systems is desirable.

• SQL knowledge is an added advantage.

Success Measures

• Improvement in Order Fulfilment SLA adherence across warehouses.

• Reduction in repeat operational breaches.

• Turnaround time for CAPA closure on escalated issues.