- Owning last mile service metrics across the assigned cluster and driving operational efficiencies
- Ensuring discipline among the fleet of delivery executives and resolving disputes/strikes to maintain a healthy work environment
- Conducting demand vs supply forecasting and ensuring optimal fleet mix for each store
- Collaborating with store teams to design and roll out payout structures that motivate delivery executives
- Driving training sessions on company policies, safety protocols, and customer interaction best practices
- Monitoring fleet performance through regular evaluations and providing actionable feedback
- Addressing grievances promptly and coaching delivery executives to improve performance
- Solid expertise in last mile operations & service metrics management
- Conflict resolution & workforce discipline management
- Forecasting & resource planning for demand-supply balance
- Ability to design and implement motivational payout structures
- Training & development skills for delivery partners
- Performance monitoring & feedback delivery
- Grievance handling & coaching for continuous improvement