Job Description

Regional Manager – First Mile B2C

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Role Overview

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

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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.

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The candidate should have robust 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.

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Key Responsibilities

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1. Regional First Mile Operations

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

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

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- Drive productivity improvement across the region.
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- Monitor key metrics such as:
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- Pickup Success %
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- Pickup TAT
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- Shipments per Rider/Resource
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- Attendance & Availability
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- Resource Utilization
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- Failed Pickup %
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- Reattempt %
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- Cost per Shipment
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- Conduct regular performance reviews with Area/City/Hub teams.
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- Identify low-performing locations and implement improvement plans.
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4. Partner & Vendor Management

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

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

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

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- Track and analyze daily operational dashboards and regional performance.
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- Prepare regular performance reviews and identify key operational trends.
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- Use data to identify root causes of service and productivity gaps.
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- Establish strong daily/weekly/monthly review mechanisms.
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- Ensure accurate reporting of operational metrics.
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8.



People Management

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

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

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

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