Job Description – OTDR & CST Operations Manager
Location:
Kolkata
Shift:
General Shift
About the Company
Founded in 2007, E-commerce company, Ergode with a global reach of more than 120 countries and
Over 100 marketplaces. We have catered to over 5 million customers worldwide in a short amount of
Time. Currently, we have 21 curated websites that bring to our customers. We are a Houston, Texas
Based corporation and have been in the business for almost 15 years. We have a dedicated and
Strong team of 650+ associates and we are continuously adding new people to our team. Ergode is
Consistently ranked among the top online shopping destinations as we have been rated as the Top 30
Sellers on Amazon, and Top 5 in Walmart, and have also managed to achieve the number 1 ranking on
EBay.
Our Businesses
| AMI VENTURES INC. | VIR VENTURES INC. | BOSON TECHNOLOGIES |
Our Brands
| MALCO MODES | BELLA SOUS | RED CUP LIVINGS | KEEBLE OUTLETS | STORE INDYA |
VIZARI SPORTS | SHALIN INDIA | WRISTY BUDDY I BOLABALL I US TECH I HERBAL CONCEPTS |
MORNING STAR | YARDLIO | KOZI | CLEAR BOTTLE |
Job Summary
The OTDR & CST Operations Manager will be responsible for managing and improving delivery performance metrics with a strong focus on OTDR (On-Time Delivery Rate) and CST operations. This role will drive root cause analysis, carrier performance management, and continuous process optimization to ensure delivery benchmarks are consistently exceeded.
Key Responsibilities
OTDR Metric Management
Monitor OTDR performance on daily, weekly, and monthly cycles, ensuring it consistently exceeds the benchmark of 95%.
Conduct root cause analysis to identify last-mile bottlenecks such as carrier delays, incorrect handling times, and warehouse processing lags.
Collaborate with third-party logistics (3PL) partners to ensure timely carrier scans and reliable transit performance.
CST Operations Management
Oversee CST operations, including audits and recovery processes.
Ensure adherence to SOPs and service-level commitments impacting customer experience.
Process Optimization & Strategic Planning
Review and optimize transit time and handling time settings on platforms such as Amazon Seller Central to align with real delivery capabilities.
Drive continuous improvement initiatives across logistics and fulfillment operations.
Technology & Reporting
Partner with technology teams to implement real-time tracking solutions and automated reporting frameworks.
Prepare and present Weekly Business Reviews (WBR) and Quarterly Business Reviews (QBR) focused on delivery health and performance trends.
Stakeholder Management
Collaborate with Warehouse, Product, Customer Experience teams, and external carriers to implement operational improvements.
Act as the point of contact for delivery performance and last-mile optimization initiatives.
Required Skills & Qualifications
Education
Bachelor’s degree in Operations Management, Supply Chain, Logistics, Engineering, or a related field.
Experience
4+ years of experience in operations management, preferably within e-commerce, express logistics, or supply chain environments.
Technical & Analytical Skills
Strong analytical skills with proficiency in Advanced Excel.
Working knowledge of SQL and/or BI tools is preferred.
Exposure to systems such as ADP Workforce Now is an added advantage.
Core Competencies
Strong problem-solving and data-driven decision-making skills.
Excellent stakeholder management and cross-functional collaboration abilities.
Effective communication skills with experience presenting WBRs and QBRs.
High adaptability in fast-paced, dynamic environments.
