Description
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 robust relationships with delivery partners and resolve operational challenges proactively • Support onboarding and performance management of new 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

📌 Lead - Last Mile (Mumbai)
🏢 Essar Global Fund
📍 Mumbai