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 solid 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

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