Job Title

First Mile Head

Department

Operations

Reporting To

National Operations Head (PUD)

Location- Base Delhi

(Extensive Travel Across Network Required)

Job Summary The First Mile Head will be responsible for leading and optimizing all first-mile logistics operations across the network. The role focuses on ensuring efficient shipment pickups, process standardization, SOP adherence, compliance management, productivity improvement, operational visibility through dashboards, and driving network-wide excellence in first-mile performance including Direct Party Pickups and also Channel Partner Pickups. The position requires extensive collaboration with regional teams and regular travel across the DTDC network to ensure operational consistency and continuous improvement.

Key Responsibilities

1. First Mile Operations Management

- Lead end-to-end first-mile logistics operations across all regions.
- Ensure timely and efficient pickup of shipments from customers, franchisees, and business partners.
- Drive operational excellence through standardized processes and continuous improvement initiatives.
- Monitor pickup quality, turnaround time (TAT), and service levels.

2. SOP Implementation & Compliance

- Develop, review, and implement First Mile SOPs across the network.
- Ensure strict adherence to operational processes and compliance requirements.
- Conduct regular process audits and compliance reviews.
- Identify operational gaps and implement corrective and preventive actions.
- Standardize best practices across all pickup locations.
- Set Up Zonal & Regional field cutoff.

3. Pickup Productivity Management

- Establish productivity benchmarks for pickup teams.
- Monitor daily, weekly, and monthly pickup productivity metrics.
- Optimize route planning, resource allocation, and vehicle utilization.




- Drive productivity improvement initiatives to reduce operational costs and improve service efficiency.
- Analyze manpower utilization and recommend optimization measures.

4. Pickup Process Compliance

- Ensure compliance with pickup procedures, documentation standards, and customer commitments.
- Monitor adherence to scan compliance, shipment handling standards, and operational controls.
- Conduct field visits and audits to assess process implementation.
- Ensure regulatory and organizational compliance requirements are consistently met.

5. Dashboard Setup & Performance Monitoring

- Design and implement First Mile performance dashboards and MIS reports.
- Define KPIs related to:
- Pickup Success Rate
- Pickup Productivity
- On-Time Pickup Performance
- Scan Compliance
- Customer SLA Adherence
- Route Efficiency
- Cost per Pickup
- Analyze performance trends and drive corrective actions.
- Present performance reviews to senior leadership.

6. Network Governance & Operational Audits

- Conduct regular reviews across hubs, branches, and franchise locations.
- Lead operational audits to ensure process standardization.
- Develop action plans for underperforming regions and monitor execution.
- Ensure network readiness for business growth and peak season requirements.

7. Stakeholder Management

- Collaborate with Regional Heads, Branch Managers, Franchise Partners, Sales Teams, and Customer Service teams.
- Support key customer onboarding by ensuring first-mile operational readiness.
- Resolve escalations related to pickup operations and service failures.

8.



Travel & Network Engagement

- Travel extensively across the DTDC network to review operations and drive execution.
- Conduct training sessions, operational reviews, and compliance audits.
- Support implementation of recent processes, technologies, and operational initiatives.
- Build a culture of operational discipline and continuous improvement across locations.

Key Performance Indicators (KPIs)

- Pickup Success Rate
- On-Time Pickup %
- Pickup Productivity per Resource
- SOP Compliance Score
- Process Audit Score
- Scan Compliance %
- Cost per Pickup
- Customer SLA Adherence
- First Mile TAT
- Network Operational Efficiency

Required Qualifications

- Bachelor's Degree in Logistics, Supply Chain Management, Operations, Business Administration, or related field.
- MBA / Postgraduate qualification preferred.

Experience

- 10–15+ years of experience in logistics, express distribution, courier, e-commerce logistics, or supply chain operations.
- Minimum 8 years in a leadership role managing first-mile operations.
- Experience handling large-scale, multi-location logistics networks.
- Strong exposure to operational audits, compliance management, and productivity improvement initiatives.

Skills & Competencies

- First Mile Operations Management
- Logistics Network Planning
- SOP Development & Compliance
- Productivity & Performance Management
- Dashboard & MIS Reporting
- Data Analytics and KPI Monitoring
- Process Improvement & Lean Operations
- Stakeholder Management
- Team Leadership & People Development
- Problem Solving and Decision Making
- Strong Communication & Presentation Skills

Preferred Industry Experience

- Express Logistics
- Courier & Parcel Delivery
- E-commerce Logistics
- Supply Chain & Distribution
- Third-Party Logistics (3PL)

📌 First Mile Head (Delhi)
🏢 DTDC Express
📍 Delhi