Join Our Team at Lean Solutions Group (LSG)!

Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries. We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams.

At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.

Our Mission: Transform business challenges into lasting success through purpose-built teams, technology, and expertise.

Our Vision: A world where people, empowered by technology, turn any challenge into a catalyst for growth.

Job Summary

The BPO Operations Manager – Logistics is responsible for overseeing day-to-day business and logistics support operations within a BPO environment. This role ensures the seamless delivery of high-quality logistics service solutions—including freight management, order fulfillment support, shipment tracking, and customer service—while meeting strict SLAs and KPIs.

By managing cross-functional teams, driving operational excellence, and leveraging logistics domain knowledge, the Operations Manager optimizes efficiency, productivity, and client satisfaction while upholding company and regulatory standards.

Key Responsibilities & Functions

Operations & Logistics Management

Lead, manage, and develop operations teams to consistently hit client Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and logistics operational targets.
Oversee end-to-end logistics support workflows, including order intake, dispatch coordination, tracking/tracing, freight exception management, and carrier communication.
Drive process improvements, standard operating procedures (SOPs), and supply chain best practices to enhance service efficiency and accuracy.
Handle high-level escalations and complex logistics issues (e.g., shipment delays, inventory discrepancies, carrier disputes) to ensure rapid resolution.

Team Leadership & Development

Coach, mentor, and develop Team Leaders, Supervisors, and frontline staff to foster career growth and peak performance.
Oversee workforce management (WFM), shift scheduling, and resource allocation to adapt to seasonal logistics spikes and shifting volume demands.
Build a positive work environment centered on continuous improvement, cross-team collaboration, and employee retention.

Client & Stakeholder Management

Partner directly with external logistics clients and internal stakeholders to align on strategic objectives, review performance, and address evolving business needs.
Monitor operational metrics and deliver insightful performance reports and data-driven recommendations to senior leadership and clients.
Collaborate closely with internal support teams (HR, Training, Quality, and IT) to align logistics domain training and technology needs with operational goals.
Ensure strict compliance with BPO security protocols, client SLAs, and relevant supply chain/logistics regulatory standards.

Qualifications & Requirements

Education: Bachelor's degree in Supply Chain Management, Logistics, Business Administration, or a related field (preferred).
Experience:
Minimum of 5 years of BPO operations experience, with at least 2–3 years in a managerial or leadership role.
Demonstrated expertise managing Logistics, Freight, Fleet, Transportation, or Supply Chain accounts/processes.
Technical & Domain Knowledge:
Strong familiarity with Logistics Management Systems (TMS, WMS, ERPs like SAP or Oracle) and call/contact center tools.
Deep understanding of BPO metrics (CSAT, SLA, AHT, QA) paired with key logistics performance metrics (On-Time In-Full / OTIF, First Contact Resolution, Exception Handling Speed).

Skills:

Proven ability to lead, scale, and motivate mid-to-large-sized teams in a fast-paced environment.
Exceptional analytical, problem-solving, and process-optimization skills (Lean/Six Sigma knowledge is a plus).
Outstanding verbal and written communication and stakeholder management abilities.
Flexibility to manage shifting client requirements, seasonal volume surges, and 24/7 or rotational shift schedules.

Operations Manager (BPO-Logistics)