Control Tower Controller
Job Description
The Express Control Tower Controller manages express operations, ensuring smooth processes, timely communication, and effective incident management. This role supports planning and decision-making to achieve business and corporate objectives.
Key Responsibilities
- Make real-time, network-wide decisions on express operations to optimize service, costs, and customer satisfaction.
- Act as primary contact for service issues, providing updates and resolving escalations.
- Maintain operational service capabilities, including routing schedules, transit times, and master data.
- Manage operational constraints and implement recovery plans, assessing revenue and cost impacts.
- Identify risks and opportunities during disruptions, coordinating with stakeholders to minimize impact.
- Collaborate with Hub Operations to plan and optimize capacity for normal and high-volume periods.
- Continuously evaluate and improve routes and schedules to enhance efficiency, reduce costs, and improve service quality.
- Develop, test, and implement incident response and contingency plans with cross-functional teams and third-party providers.
- Lead performance reviews with operational stakeholders, monitor action plans, and drive continuous improvement.
- Launch express-specific dashboards to provide visibility into operations and support data-driven decision-making.
Skill & Experience
- Over 8 years of experience in air cargo, logistics, or courier operations.
- Holds a degree or equivalent qualification (12+3).
- Experienced in managing express and courier operations, including vendors and performance tracking.
- Skilled in setting up and running control tower operations.
- Familiar with first-mile, customs, network, and last-mile express processes.
- Proven track record in defining and managing key performance indicators for express services.
- Experienced in creating and maintaining operational dashboards to monitor express performance
