Delivery Cluster Manager (Last-mile Delivery & Rider Operations)

Company: Maiz Mexican Kitchen

Location: Lower Parel, Mumbai

Experience: 2–3 years

Team size: 10–15 riders, scaling to 25–30

Employment type: Full-time

ABOUT THE ROLE

We're looking for a hands-on Delivery Cluster Manager to lead our rider fleet and make sure every Maiz order reaches customers on time and in great condition. You'll start by managing a team of 10–15 riders and scale up to 20–30 riders as we expand. This role is ideal for someone who knows last-mile delivery, can lead people on the ground and wants to build a delivery operation as it grows.

KEY RESPONSIBILITIES

Rider management

- Manage, supervise and motivate a team of 10–15 delivery riders, scaling to 20–30 as we grow.
- Hire, onboard and train new riders on routes, delivery standards, food handling and customer etiquette.
- Plan daily shifts and rosters to cover peak hours and subscription delivery slots.
- Track attendance, leaves and performance, and address issues promptly and fairly.
- Build a reliable, disciplined team with low attrition.

Delivery operations

- Ensure on-time delivery for both subscription and on-demand orders.
- Plan and optimise delivery routes and clusters to reduce delivery time and cost.
- Coordinate closely with the kitchen on dispatch timing and with the CRM team on customer issues and delivery complaints.
- Handle delivery escalations such as delays, wrong orders and address issues in real time.
- Ensure food is handled hygienically and reaches customers in good condition.

Fleet and compliance

- Manage rider documents,



verification and compliance records.
- Oversee vehicle upkeep, fuel/incentive tracking and delivery equipment such as bags and uniforms.
- Handle rider payouts, incentives and related records in coordination with accounts.

Scaling and reporting

- Track key metrics: on-time delivery rate, deliveries per rider, cost per delivery, complaints and rider attrition.
- Share daily and weekly delivery performance reports.
- Plan rider hiring and cluster expansion ahead of growth so service quality doesn't drop as volumes rise.

REQUIREMENTS

- 2–3 years of experience in last-mile delivery, fleet or rider management, ideally in food delivery, quick commerce, cloud kitchens or logistics.
- Experience managing a team of riders or field staff.
- Robust knowledge of Mumbai's local areas and delivery routes.
- Good communication skills in Hindi and English. Marathi is a plus.
- Comfortable with Google Sheets/Excel and delivery or tracking apps.
- Calm under pressure, especially during peak hours.
- Willing to be on the ground and work flexible hours, including weekends as needed.
- Own two-wheeler and valid driving licence preferred.

GOOD TO HAVE

- Experience scaling a delivery team from small to mid-size.
- Familiarity with route optimisation or delivery management tools.
- Experience handling rider incentives and payouts.

WHY JOIN US

- Lead and build a delivery team that grows with the company.
- Direct impact on customer experience and repeat orders.
- A fast-growing food brand with clear room to take on more responsibility as we scale.

📌 Delivery Cluster Manager (Mumbai)
🏢 Maiz Kitchens
📍 Mumbai