Job Details

- Job type: Full Time

- Department: SriMandir.Store Fulfilment Logistics

- Work type: In office

- 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 environment, 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 shipments are returned.

- Build dashboards and track operational KPIs including: RTO %, First Attempt Delivery Rate, Dispatch TAT, Courier SLA, NDR Resolution Rate, Cost per Shipment; Generate actionable insights and recommend process improvements based on data.

Ideal Candidate Profile

Must Have

- 4 7 years of experience in E-commerce Operations, Last Mile Operations, Supply Chain, or Program Management.

- Strong understanding of last-mile logistics and courier operations.

- Experience managing RTO, NDR, COD workflows, and delivery SLAs.

- Hands-on experience working with courier partners such as Delhivery, Shadowfax, XpressBees, Ekart, Ecom Express, or Blue Dart.

- Strong analytical skills with advanced Excel and basic SQL.

- Experience driving cross-functional projects across Operations, Product, Tech, and Customer Support teams.

Good to Have

- Experience with OMS/WMS platforms such as Shiprocket, ClickPost, or Unicommerce.

- Experience building courier allocation frameworks or RTO prediction models.

- Exposure to D2C or COD-heavy businesses.

- Knowledge of Python or advanced analytics tools.

Success Metrics

- Reduction in overall RTO %

- Improvement in First Attempt Delivery Rate

- Higher NDR recovery and successful re-delivery rates

- Improved courier SLA adherence

- Reduced logistics cost as a percentage of revenue

- Successful implementation of data-driven courier allocation and operational improvements

Why This Role Matters

- Own one of the most critical levers impacting customer experience and profitability.

- Drive operational excellence at scale through technology and process innovation.

- Partner closely with Product, Tech, Data, and Operations teams.

- Build scalable systems that directly improve margins and customer satisfaction.

Disclaimer: This has been sourced from a public domain and may have been modified by Naukri.com to improve clarity for our users. We encourage job seekers to verify all details directly with the employer via their official channels before applying.

📌 Program Manager (Bengaluru)
🏢 Apps for Bharat
📍 Bengaluru