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 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 • Identify opportunities for cost reduction and process improvement without impacting service quality • Review operational data and MIS reports to identify performance gaps and efficiency opportunities • Support planning and execution for network expansion and new hub launches • Ensure optimal resource allocation across cities and hubs

5). Reporting, Analytics & Process Improvement • Review daily, weekly, and monthly MIS reports to track operational KPIs and delivery performance • Analyze operational trends, SLA adherence, delivery productivity, and cost metrics • Prepare reports and dashboards for management reviews and business updates • Drive continuous improvement initiatives across delivery operations and hub processes • Collaborate with tech teams to improve operational visibility and system efficiency • Support process standardization and operational automation initiatives

6). Cross-Functional Collaboration & Team Leadership • Coordinate closely with Warehouse, Central Planning, Customer Support, Finance, and Tech teams • Lead and manage regional operations teams including hub managers and supervisors • Provide operational guidance, performance feedback, and team development support • Ensure alignment between business objectives and operational execution • Support business continuity planning and operational scalability initiatives • Foster a high-performance and customer-focused operational culture

Qualifications and Experience

- Bachelor’s degree in Supply Chain, Logistics, Operations, Business Management, or related field
- 5–10 years of relevant experience in last mile logistics, regional operations, or delivery management
- Prior experience managing multi-city or multi-hub operations preferred
- Experience working in e-commerce, quick commerce, logistics, retail, or supply chain organizations preferred
- Robust understanding of delivery operations, fleet management, SLA tracking, and delivery economics preferred
- Experience managing 3PL vendors, regional delivery networks, and operational escalations preferred
- Willingness to travel frequently across hubs and operational cities (30–40%) preferred

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