1). Last Mile Operations Management • Own end-to-end last mile delivery
operations across PAN India region. • Ensure adherence to delivery SLAs, TATs,
and customer experience benchmarks across all hubs • Monitor daily operational
performance and ensure smooth delivery execution across B2B and B2C channels •
Manage and oversee operations across multiple delivery hubs and regional
networks • Ensure operational readiness during high-volume periods and business
demand spikes • Drive operational excellence and process efficiency across the
last mile network

2). Hub & Delivery Partner Management • Manage and monitor performance of 3PL
partners, delivery vendors, and internal delivery teams • Conduct regular
operational reviews, audits, and compliance checks across hubs and partner
networks • Ensure adherence to operational processes, safety standards, and
delivery protocols • Build strong relationships with delivery partners and
resolve operational challenges proactively • Support onboarding and performance




management of current delivery partners and hubs • Ensure availability and
optimization of manpower across operational locations

3). SLA, Escalation & Customer Experience Management • Track real-time delivery
performance and proactively resolve delivery escalations and exceptions •
Monitor customer complaints, failed deliveries, and operational bottlenecks to
improve service levels • Ensure consistent customer experience through timely
deliveries and issue resolution • Coordinate with customer support teams to
address escalations and improve delivery satisfaction • Drive initiatives to
improve delivery success rate and operational responsiveness • Maintain high
service quality standards across all delivery touchpoints

4). Cost Optimization & Operational Planning • Drive route optimization, fleet
utilization, and manpower planning based on demand forecasts • Monitor last mile
operational costs including vendor billing, fuel utilization, and productivity
metrics • Identif

📌 Lead - Last Mile (India)
🏢 Essar
📍 India