Regional Manager – First Mile B2C

Role Overview

We are looking for an experienced Regional Manager – First Mile B2C to lead and manage First Mile B2C operations across the assigned region.

The role will be responsible for ensuring timely and successful pickups, operational productivity, manpower and capacity planning, partner management, cost optimization and adherence to service levels across the region.

The candidate should have strong experience in B2C logistics, e-commerce, courier/express logistics or last-mile/first-mile operations, with proven experience managing multi-location operations and large frontline teams.

Key Responsibilities

1. Regional First Mile Operations

- Own end-to-end First Mile B2C operations across the assigned region.
- Ensure timely pickup of shipments from customers/sellers as per defined SLAs.
- Drive pickup success rate, pickup TAT and overall service performance.
- Monitor daily shipment volumes and ensure adequate operational capacity.
- Identify operational bottlenecks and implement corrective actions.
- Ensure adherence to standard operating processes across all locations.

2. Capacity & Manpower Planning

- Plan manpower and operational capacity based on daily and projected shipment volumes.
- Ensure optimum utilization of pickup executives, delivery partners and other frontline resources.
- Monitor productivity and identify gaps across locations.
- Plan additional capacity for peak periods, promotional events and volume spikes.
- Ensure timely deployment of resources in current and high-growth locations.

3. Productivity & Performance Management

- Drive productivity improvement across the region.
- Monitor key metrics such as:
- Pickup Success %
- Pickup TAT
- Shipments per Rider/Resource
- Attendance & Availability
- Resource Utilization
- Failed Pickup %
- Reattempt %
- Cost per Shipment




- Conduct regular performance reviews with Area/City/Hub teams.
- Identify low-performing locations and implement improvement plans.

4. Partner & Vendor Management

- Manage third-party delivery/pickup partners and local operational vendors.
- Ensure adequate partner capacity across the region.
- Monitor partner performance against defined SLAs and productivity benchmarks.
- Drive partner retention, productivity and operational compliance.
- Resolve partner-related operational and commercial escalations in coordination with relevant teams.

5. Cost Management

- Own operational cost for the assigned region.
- Monitor cost per pickup/shipment and manpower-related costs.
- Identify opportunities for route, manpower and capacity optimization.
- Drive cost reduction without compromising service quality.
- Ensure operational expenses remain within approved budgets.

6. Hub & Network Coordination

- Work closely with Hub, Line Haul, Last Mile and Network teams to ensure smooth shipment movement.
- Ensure timely handover of shipments from First Mile to the next stage of the network.
- Coordinate with hubs to resolve capacity and operational issues.
- Support network expansion and new location launches.

7. MIS, Analytics & Governance

- Track and analyze daily operational dashboards and regional performance.
- Prepare regular performance reviews and identify key operational trends.
- Use data to identify root causes of service and productivity gaps.
- Establish strong daily/weekly/monthly review mechanisms.




- Ensure accurate reporting of operational metrics.

8. People Management

- Lead and manage Area/City/Hub-level operations teams.
- Set clear targets and ensure accountability across the team.
- Coach and develop frontline and middle-management teams.
- Build a strong performance-driven culture.
- Ensure adequate succession planning and leadership development within the region.

9. Customer & Stakeholder Management

- Work closely with Business, Sales, Customer Experience, Finance, HR and other stakeholders.
- Resolve critical client/customer escalations related to pickup operations.
- Ensure operational commitments made to key customers are consistently delivered.
- Drive continuous improvement based on customer feedback and business requirements.

Key Performance Indicators

- First Mile Pickup Success %
- Pickup TAT / SLA Adherence
- Pickup Productivity
- Failed Pickup %
- Reattempt %
- Shipment Ageing
- Rider/Resource Utilization
- Manpower Availability
- Cost per Pickup / Shipment
- Partner Productivity
- Hub Handover TAT
- Customer Escalations
- Regional Service Level
- Attrition & Retention of Frontline Resources

Candidate Profile

- 10–15 years of experience in B2C logistics, e-commerce, courier/express logistics, transportation or supply chain operations.
- Strong experience in First Mile / Pickup operations.
- Experience managing regional or multi-city operations.
- Experience managing large frontline teams and third-party partners.
- Strong understanding of manpower planning, productivity management and operational cost control.
- Data-driven approach with strong understanding of operational MIS and dashboards.
- Strong problem-solving and stakeholder-management skills.
- Ability to work in a high-volume, fast-paced operational environment.
- Strong communication, leadership and execution skills.

📌 Regional Operations Manager (Bengaluru)
🏢 Xpressbees (BusyBees Logistics Solutions
📍 Bengaluru