Job Details
- Job type: Full Time
- Department: SriMandir.Store Fulfilment Logistics
- Work type: On-Site
- Location: Bangalore, Karnataka, India
Role Overview

We are looking for a Program Manager Last Mile to own the complete post-order customer journey; from order dispatch to successful doorstep delivery. This role is responsible for improving delivery success, reducing Return to Origin (RTO), optimizing courier performance, and building scalable, data-driven operational processes.

The ideal candidate has strong experience in e-commerce last-mile operations, thrives in a high-volume setting, and enjoys solving complex operational problems using data, technology, and cross-functional collaboration.
Responsibilities
- Own the complete post-order journey from dispatch to successful customer delivery.
- Drive improvements in first-attempt delivery success and overall delivery experience.
- Monitor dispatch timelines and ensure SLA adherence across warehouse and courier operations.
- Own and continuously improve Return to Origin (RTO) metrics.




- Analyze key drivers such as COD orders, address quality, courier performance, delivery timelines, and regional trends.
- Design and implement initiatives to proactively reduce RTO.
- Manage relationships with courier partners including onboarding, performance reviews, SLA tracking, and escalations.
- Optimize courier allocation based on serviceability, cost, delivery performance, and RTO trends.
- Build courier scorecards and recommend continuous improvements.
- Design scalable operational processes using data-driven insights.
- Improve pick-pack-manifest workflows, dispatch SLAs, and operational efficiency.
- Partner with Warehouse, Tech, Product, Customer Support, and Data teams to drive cross-functional initiatives.
- Own Non-Delivery Report (NDR) operations and recovery processes.
- Drive customer re-attempts through calls, WhatsApp, IVR, address corrections, and COD reconfirmation.
- Improve recovery rates before shi

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