We are looking for a highly driven and technology-oriented Senior Manager Furniture Home Delivery Operations to lead the end-to-end home delivery and installation operations for Home Centre’s furniture business, with an annual business scale of 500 Cr+.
The role will own the complete last-mile delivery ecosystem across 6 large warehouses and 29 Transit Warehouses (TWHs), covering furniture delivery, vehicle planning and routing, delivery crew productivity, carpenter deployment, installation quality and customer experience.
The ideal candidate will be a strong operations leader with deep expertise in furniture last-mile operations, technology-led supply chain management, route optimization and workforce productivity. The person should be equally comfortable managing large operational teams on the ground and using data, analytics and technology to improve efficiency and customer experience.
Key Responsibilities
1. End-to-End Furniture Home Delivery
Own the complete furniture home-delivery operation from warehouse dispatch to customer doorstep delivery and installation.
Drive
- On-time delivery and adherence to customer committed dates
- Delivery TAT and customer promise adherence
- First-attempt delivery success
- Delivery productivity and vehicle utilization
- Delivery cost per order
- Damage-free delivery
- Installation completion and quality
• Customer NPS and complaint reduction
Build a highly reliable and scalable last-mile operating model capable of supporting business growth and festive peaks. 2. Network & Operational Management
Manage furniture delivery operations across:
- 6 large warehouses
- 29 Transit Warehouses
- Multiple delivery hubs and customer locations
• Large network of delivery vehicles, delivery crews and carpenters
Establish standard operating processes across locations while ensuring local execution is aligned with the overall business strategy. Drive daily operational reviews covering backlog, ageing, dispatch, delivery, installation, exceptions and customer escalations.
3. Technology & Digital Operations The candidate should be highly technology-oriented and capable of leveraging technology to transform last-mile operations.
Robust understanding and hands-on experience with platforms such as:
- FarEye
- T-Serve / relevant transport and delivery technology platforms
- SAP / WMS / ERP systems
- Vehicle routing and route optimization tools
- Delivery tracking and customer communication platforms
• BI dashboards and operational analytics
Use technology to improve:
- Vehicle routing and load planning
- Delivery sequencing
- Route adherence
- Vehicle utilization
- Delivery productivity
- Capacity planning
- Real-time exception management
- Customer communication
- Carpenter allocation
• Installation scheduling
The role should continuously identify opportunities to automate manual processes and improve operational visibility through technology and analytics. 4. Vehicle Routing & Delivery Efficiency
Own the vehicle planning and routing strategy for furniture deliveries.
Drive
- Optimal vehicle utilization
- Route optimization
- Multi-drop planning
- Delivery density improvement
- Reduction in empty kilometres
- Reduction in kilometres per delivery
- Improved vehicle turnaround time
• Better delivery crew productivity
Develop location-wise capacity models to ensure the right number and type of vehicles are deployed based on demand. 5. Delivery Crew Productivity
Own delivery crew productivity across the network.
Track and improve
- Deliveries per vehicle/day
- Deliveries per crew/day
- Route adherence
- Vehicle utilization
- Waiting time
- Loading/unloading time
- Failed delivery percentage
- First-attempt delivery
• Working hours and productivity
Create productivity benchmarks by vehicle type, location and delivery profile. 6. Carpenter & Installation Operations
Own the complete carpenter and installation ecosystem.
Drive
- Carpenter capacity planning
- Carpenter productivity
- Installation TAT
- Installation first-time-right percentage
- Installation quality
- Revisit reduction
- Carpenter utilization
- Skill mapping and deployment
- Training and certification
• Customer feedback/NPS
Develop a robust capacity model linking furniture sales, delivery volumes and installation requirements. Ensure the right carpenter capacity is available at the right location and time.
7. Customer Experience
Customer experience will be a key success measure for this role.