Job Title

PUD Manager

Function

Operations

Reports To

Regional PUD Manager

Location

Pickup & Delivery Unit (PUD) / Cluster of PUDs

Travel Required

25% ☐ 50% þ 75% ☐

About DHL Blue Dart Express India:

Blue Dart Express Limited , a listed company, is a leader in courier, integrated air express package distribution, and eCommerce in South Asia, offering a wide range of logistics solutions. Founded in 1983, it is recognised for reliable, time-bound, and secure delivery services across 55,000+ locations in India as well as internationally. Its competencies span across evaluation and contracting, planning and transition, delivery and execution, and specific service capabilities. We pride ourselves on innovation, digitalization, service excellence, and creating long-term partnerships with our clients, enabling businesses to thrive in the fast-paced logistics environment and ever-evolving supply-chains. It wholly-owns India’s only scheduled air cargo airline, Blue Dart Aviation Limited, since May 1994, and the Concorde Air Logistics Limited, a transport, storage, and communications business, since May 2004.

Blue Dart Express Limited is a part of the DHL Group's DHL eCommerce division, leveraging this global logistics leader’s network across 220 countries and territories to provide comprehensive express and logistics solutions to our clients. Our robust network and unmatched infrastructure have positioned the Blue Dart brand as a key India-grown logistics player with an unmatched and phenomenal global outreach rooted in the DHL brand of its majority shareholder.

We are proud to be consistently ranked among India’s Top 100 Great Places to Work , combining it with DHL Group’s Top Employer certification. Being an Employer of Choice is not just a goal; it’s a fundamental part of who we are, committed to creating a workplace where people are valued, empowered, and wear the sobriquet “Blue Darter” with honour.

If you are looking to join a purpose-led, people-first, company that shapes India’s supply-chains with integrity and safety, Blue Dart is where you belong . Blue Dart offers competitive compensation and comprehensive benefits, access to cross-functional, succession planning and global career paths, and strong culture of recognition.

Position Overview:

The PUD Manager is responsible for leading the end-to-end operations of one or more Pickup & Delivery Units (PUDs), ensuring safe, timely and cost-effective execution of first-mile pickup, last-mile delivery and customer service operations. The role is accountable for operational performance, fleet readiness, workforce productivity, customer satisfaction and service quality across the assigned locations.

Reporting to the Regional PUD Manager, the incumbent leads frontline operational teams, coordinates with cross-functional stakeholders and transport partners, and ensures seamless integration of pickup, delivery and hub operations. The role drives operational discipline, revenue assurance, people capability and continuous improvement while ensuring compliance with organisational standards and customer commitments.

Job Purpose:

To lead and manage the operations of assigned Pickup & Delivery Units by delivering operational excellence, customer service, workforce productivity, fleet optimisation and revenue assurance while ensuring safe, compliant and profitable first-mile and last-mile operations aligned with Blue Dart's service standards.

Key Roles & Responsibilities:

PUD Operations Leadership

- Lead the overall operations of the assigned PUD(s), ensuring consistent achievement of operational, service and business objectives.
- Drive operational planning and execution across pickup, delivery and customer service activities.
- Ensure adherence to operational workflows, Standard Operating Procedures (SOPs) and service commitments.
- Monitor daily operational performance and implement timely corrective actions to address service gaps.
- Ensure operational readiness of manpower, fleet and infrastructure to support business requirements.

Pickup & Delivery Operations

- Manage first-mile pickup and last-mile delivery operations to achieve committed service levels and customer expectations.
- Monitor daily pickup schedules, delivery performance and route execution to maximise operational efficiency.
- Ensure timely processing, dispatch and movement of shipments through seamless coordination with hubs and service centres.
- Drive reduction in missed pickups,



delivery exceptions, return-to-origin (RTO) cases and operational delays.
- Monitor shipment visibility and ensure timely closure of operational exceptions.

Customer Service & Service Quality

- Drive customer service excellence by ensuring adherence to pickup and delivery commitments.
- Partner with Customer Service teams to ensure timely resolution of customer complaints and service issues.
- Monitor customer feedback, operational performance and Net Promoter Score (NPS) trends to improve customer experience.
- Ensure timely communication and resolution of operational issues impacting customers.
- Support implementation of initiatives to improve customer satisfaction, service reliability and operational quality.

Fleet, Route & Resource Management

- Ensure optimum deployment and utilisation of fleet resources to support daily pickup and delivery operations.
- Coordinate with Fleet Operations teams and transport partners to ensure vehicle availability and route optimisation.
- Monitor route productivity, vehicle utilisation and operational efficiency across assigned PUDs.
- Ensure availability of operational equipment, handheld devices and infrastructure to support uninterrupted operations.
- Support contingency planning during peak volumes, network disruptions and operational exigencies.

Revenue Assurance & Operational Controls

- Drive revenue protection through adherence to shipment acceptance standards, reweigh compliance and operational controls.
- Ensure accurate processing of shipment documentation, manifests, COD reconciliation and operational records.
- Monitor operational exceptions impacting revenue and implement timely corrective actions.
- Drive compliance with billing, scanning and shipment handling processes to minimise operational leakage.
- Ensure effective utilisation and accountability of operational assets, handheld devices and infrastructure.

Operational Governance & Compliance

- Ensure compliance with organisational policies, operational SOPs, statutory regulations and security requirements across the assigned PUD(s).
- Promote a culture of safety through adherence to road safety, workplace safety and shipment security standards.
- Support operational, quality and security audits and ensure timely closure of audit observations.
- Monitor operational risks and implement preventive actions to minimise service disruptions.
- Ensure governance through structured reviews, operational controls and performance monitoring.

Team & People Management

- Lead, coach and develop Shift In-charges, Fleet Executives, Quality & Customer Service Executives and frontline operational teams across the assigned PUD(s).
- Build a high-performance culture through regular performance reviews, coaching, mentoring and capability development.
- Ensure optimum manpower planning, deployment and utilisation across pickup, delivery and support operations.
- Drive employee engagement, discipline, attendance and adherence to organisational values and code of conduct.
- Support succession planning and implementation of functional training programmes to strengthen operational capability and leadership pipeline.

Continuous Improvement

- Identify opportunities to improve productivity, route optimisation, service quality and operational efficiency across the assigned PUD(s).
- Drive implementation of process improvements, automation initiatives and operational best practices.
- Collaborate with Fleet, Hub Operations, Customer Service, Sales, HR and other support functions to improve end-to-end operational performance.
- Support regional transformation initiatives and ensure successful implementation of new operating models and digital solutions.
- Foster a culture of innovation, accountability and continuous improvement to enhance customer experience, operational excellence and business performance.

Qualifications & Experience:

Education :

- Graduate in any discipline is mandatory.
- Degree or certification in Logistics, Supply Chain Management, Operations Management or Business Management will be an added advantage.





Experience :

- 3–7 years of experience in courier, express logistics, transportation, first-mile, last-mile or supply chain operations.
- Proven experience in managing pickup and delivery operations, branch operations, service centres, PUDs or similar operational units.
- Experience in leading frontline operational teams with accountability for customer service, workforce productivity, fleet coordination and operational performance.
- Exposure to service quality management, revenue assurance, route optimisation and operational governance within a high-volume logistics environment.
- Experience in managing cross-functional stakeholders and driving operational excellence through structured performance management and continuous improvement initiatives.

Skills & Capabilities:

Technical Skills:

- First Mile & Last Mile Operations Management
- Pickup & Delivery Unit (PUD) Operations
- Customer Service & SLA Management
- Fleet Coordination & Route Optimisation
- Workforce Planning & Productivity Management
- Revenue Assurance & Operational Controls
- Operational MIS & Performance Analytics
- Cost Optimisation & Resource Utilisation
- Safety, Security & Regulatory Compliance
- Microsoft Office & Logistics Management Systems

Key Competencies:

- Operational Leadership
- Customer Centricity
- Planning & Organising
- Analytical & Data-driven Decision Making
- Problem Solving & Decision Making
- Team Leadership & People Development
- Stakeholder Management & Collaboration
- Accountability & Ownership
- Execution Excellence
- Continuous Improvement Mindset

Key Performance Indicators:

KRAs

KPIs

Customer Service

Pickup SLA adherence, Delivery SLA adherence, Customer complaints, NPS improvement

Operational Excellence

Missed pickups, Delivery exceptions, First-time delivery performance, Scan compliance, Exception closure within TAT

Productivity

Pickups per resource, Deliveries per resource, Route productivity, Workforce utilisation

Fleet Performance

Fleet availability, Vehicle utilisation, Route adherence, On-time departures and arrivals

Revenue Assurance

Reweigh compliance, Billing accuracy, COD reconciliation accuracy, Revenue leakage reduction

Cost Efficiency

Cost per pickup, Cost per delivery, Productivity improvement, Resource optimisation

Compliance & Governance

SOP adherence, Audit compliance, Safety compliance, Security incidents, Statutory compliance

Team & People

Employee engagement, Attrition, Training completion, Performance management, Successor readiness

Why join DHL Blue Dart?

When you join us, you’re not just taking a job—you’re becoming part of a purpose-led movement that’s reshaping the future of logistics across India and the world. At Blue Dart, we don’t just deliver parcels—we deliver excellence, innovation, and opportunity every day.

Here’s what makes us stand out:

- Great Place to Work® Certified —a testament to our people-first culture, inclusive environment, and commitment to your growth and well-being.
- Competitive pay and performance-linked rewards that truly recognize your impact.
- Structured learning, global exposure , and on-the-job coaching to help you grow faster than ever.
- Best-in-class perks —from comprehensive medical cover (including optional parental care) to financial wellness and generous time off.
- A culture that celebrates diversity, innovation, and bold thinking —where your voice is heard and your contributions matter.
- Global career paths across the DHL Group, opening doors to opportunities in 220+ countries and territories.
- The pride of working with India’s most awarded logistics brand , trusted by millions and driven by purpose.

This is your chance to do meaningful work, build a career without borders, and thrive in a company that’s not just a logistics leader—but a Great Place to Work. Come grow with us.

Disclaimer:
At Blue Dart Express Limited, all recruitment is conducted through a fair, transparent, and merit-based process aligned with our commitments to Human Rights and Diversity, Equity, Inclusion & Belonging (DEIB).

Blue Dart does not request or accept any fees, deposits, or payments from candidates at any stage of the recruitment or onboarding process. Any such request is fraudulent and unauthorized.

Blue Dart shall not be responsible for any loss arising from such fraudulent activity. For verification, candidates may write to [email protected] .

#LIeBD

📌 Assistant Manager - Operations_PUD (RJW) (Rajkot)
🏢 Dhl Group
📍 Rajkot