About ADA
ADA is the Data and AI Experience Company. Present in 14 markets globally, we build intelligent experiences that power enterprise growth, spanning identity and authentication, personalization, commerce, and data & AI foundations; where every touchpoint earns trust, every interaction creates value, and every decision runs on real-time intelligence, so enterprises can stay ahead and deliver measurable outcomes. Our mission is to build the world's most intelligent growth platform for every client we serve. We work with over 1,500 global brands across CPG, Retail, Telco, BFSI, and Healthcare.
Job Description – Outbound Manager
The Outbound Manager is responsible for managing end-to-end outbound operations, ensuring timely order fulfillment, SLA compliance, and seamless coordination across warehouse, 3PL, platforms, and internal teams. This role plays a critical part in driving customer satisfaction, preventing SLA breaches, and supporting business growth across both B2C (platform) and B2B channels.
- Key Responsibilities
- B2C Fulfillment & SLA Management
Monitor warehouse fulfillment performance through scheduled reporting:
Twice daily (14:00 & 18:00)
Additional monitoring during campaign periods (06:00 & end-of-shift)
Track key metrics:
Fulfillment progress
Out-of-stock (OOS) orders
Orders at SLA risk
Take immediate corrective actions:
Prioritize overdue and at-risk orders
Coordinate with warehouse to clear backlog
Resolve stock-related issues impacting fulfillment
- Forecasting & Capacity Planning
Prepare monthly outbound forecast (18th–25th) for the following month
Develop forecast based on:
Commercial plans (campaigns, sales projections)
Historical performance (last 1–3 months)
Operational inputs
Align forecast with warehouse for:
Capacity planning
Manpower allocation
Slot and resource preparation
Continuously review and adjust forecast on a weekly basis
- 3PL & Platform Coordination
Coordinate with 3PL partners to:
Expedite order pickup
Monitor delivery progress
Resolve delays and failed deliveries
Escalate SLA-impacting issues to platforms in a timely manner
Manage platform tickets for:
Order whitelisting
Operational issue resolution
- B2B Order Management & Execution
- Order Planning & Routing
Receive forecast and delivery requirements from Commercial team
Plan delivery routes and map locations efficiently
Pre-arrange transportation prior to order confirmation
- Order Creation & Documentation
Create manual orders in WMS using standardized templates
Continuously improve tools/templates for better efficiency
Coordinate with Finance for invoice issuance and documentation
Ensure accurate document printing and readiness at warehouse
- Dispatch & Delivery Execution
Finalize order routing and dispatch planning
Coordinate transportation scheduling for on-time pickup and delivery
Monitor handover between warehouse and transport partners
Ensure adherence to project SLAs
- Reconciliation & Claim Management
Perform post-delivery reconciliation
Handle claims for discrepancies and delivery issues
Source and manage additional transport partners to:
Mitigate capacity risks
Optimize logistics cost
Manage non-platform orders (replacement, sampling, giveaway, etc.)
Create and track orders in WMS
Coordinate with warehouse to ensure SLA compliance
Ensure accurate system recording and reconciliation
- Customer Complaint Escalation Management
Receive and manage escalated cases from Customer Service
Identify root causes (warehouse, commercial, system, platform)
Coordinate cross-functionally to resolve issues
Track resolution progress and ensure SLA compliance
Analyze recurring issues and drive continuous improvement actions
- Reporting & Client Management
Prepare periodic operational reports (weekly, monthly, quarterly, yearly)
Analyze performance data and identify improvement opportunities
Propose action plans and present insights to clients
Participate in client review meetings and ensure service excellence
By submitting this, you agree to this Privacy Notice and you will be deemed to have consented to the collection, use, and disclosure of your Personal Information in accordance with this Privacy Notice: https://adaglobal.com/privacy-policy/
Unfortunately, we are only able to contact shortlisted applicants. We encourage you to continuously visit our website www.adaglobal.com for regular updates on available roles
We transform businesses using data, AI and tech | ADA
Pioneers in data and analytics, we are powering global marketing and commerce digital transformation with data and AI-led impact. Learn more here!
