Job Summary

The D2C Operations Manager will be responsible for managing

end-to-end Direct-to-Consumer operations with a strong focus on

improving delivery reach, reducing delivery TAT, and optimizing

serviceability across pincodes. The role ensures smooth order

fulfillment, courier performance management, and proactive

resolution of delivery challenges to enhance customer experience

and reduce RTO.

Key Responsibilities

1. Order Fulfilment & Dispatch Management

- Ensure timely processing of D2C orders within defined

TAT.

- Coordinate with the warehouse team for accurate picking,

packing, and dispatch.

- Monitor backlog and ensure same-day or next-day

dispatch adherence.

2. Courier & Last-Mile Management

- Manage courier partners and aggregators.
- Monitor daily performance of delivery partners.
- Allocate shipments based on cost, serviceability, and

delivery speed.

- Handle escalations related to delays, lost shipments, or

damages.

3. Non-Serviceable Pincode Optimization

- Identify non-serviceable and restricted pincodes.
- Work closely with courier partners to expand serviceable

areas.

- Evaluate alternative courier options for coverage

expansion.

- Regularly update serviceability matrix in OMS/portal.
- Minimize order cancellations due to serviceability issues.

4. High Delivery TAT Pincode Monitoring

- Track delivery TAT at pincode level.




- Identify high TAT zones and root causes (distance,

courier performance, routing issues).

- Reallocate courier partners to improve delivery speed.
- Implement regional courier optimization strategies.
- Share weekly TAT improvement reports with

management.

5. RTO & NDR Control

- Monitor high RTO pin codes and analyse trends.
- Coordinate with customer support to confirm orders in

high-risk zones.

- Reduce NDR cases through proactive follow-ups and

courier coordination.

6. Performance Monitoring & MIS

- Track KPIs:
- On-Time Dispatch (OTD)
- On-Time Delivery (OTIF)
- Delivery TAT by Pin code
- Non-Serviceable %
- RTO %
- Cost per Shipment
- Prepare daily/weekly dashboards for management review.

Skills and Qualifications

- Solid understanding of courier serviceability mapping
- Data-driven approach to pin code-level performance analysis
- Experience with courier aggregators & TAT optimization
- Problem-solving and escalation handling
- Robust analytical & reporting skills

- Knowledge of OMS/WMS systems
- Bachelors Degree (Supply Chain / Commerce / Business

preferred)

- MBA in Operations (preferred)

Years of Experience

- 58 years in D2C / E-commerce Operations
- Experience handling courier partner management
- Strong exposure to TAT improvement & serviceability

expansion

📌 C Logistics Manager (Mumbai)
🏢 Mcaffeine
📍 Mumbai