Job Title: PUD CLUSTER HEADFunction: OperationsReports To: Regional Senior Manager – PUD OperationsLocation: PUNETravel Required: 25% ☑ 50% ☐75% ☐About Blue Dart Express India(retain your standard section as is)Position OverviewCluster leadership role accountable for the operational performance, productivity, and service quality of PUD Operations across multiple PUDs within the assigned cluster. Owns First Mile and Last Mile performance by ensuring timely pickups and deliveries, customer service excellence, revenue assurance, and operational consistency while supporting business growth.Leads PUD Managers across the cluster and drives standardized execution, manpower optimization, digital adoption, and operational governance to ensure seamless integration between First Mile Operations and the regional Surface Network.This role operates as a cluster capability and governance function, working closely with Service Centre Operations, Surface Network, Commercial, Customer Service, and Regional PUD Operations teams to deliver consistent operational performance.Job PurposeTo build and operate a high-performing First Mile and Last Mile network by driving pickup service excellence, productivity, revenue assurance, customer experience, and standardized operational practices while ensuring seamless integration with downstream logistics operations.Key Roles & ResponsibilitiesStrategic LeadershipExecute cluster-level First Mile and Last Mile strategy aligned with regional operational objectives, customer SLAs, and business growth.Translate regional operational initiatives into effective cluster execution plans.Drive continuous improvement across pickup operations to enhance service quality and productivity.Leadership· Lead and manage PUD Managers across the cluster, ensuring alignment to service, productivity, revenue, and operational excellence objectives.Build leadership capability, succession planning, and operational bench strength across PUDs.Drive employee engagement, performance management,



and compliance with organizational policies.Ensure consistent implementation of regional operational strategies and governance frameworks across all PUDs.Operational ExcellenceOwn and govern operational performance across pickup and delivery operations within the cluster.Ensure achievement of pickup and delivery SLA, customer service standards, and operational productivity targets.Drive route optimization, manpower planning, and resource utilization to improve operational efficiency.Monitor operational performance, identify service gaps, and implement corrective actions across PUDs.Ensure adherence to SOPs, safety standards, and regulatory compliance across all pickup and delivery operations.Revenue Assurance & ComplianceDrive revenue realization through reweigh compliance, shipment accuracy, and elimination of revenue leakage.Ensure compliance with operational and commercial processes to maximize billing accuracy.Customer Experience & Service QualityDrive superior customer experience by ensuring timely pickups and deliveries and proactive issue resolution.Monitor customer service metrics and implement initiatives to improve service quality.Support Commercial and Customer Service teams in resolving key customer escalations.Cost Optimization & ProductivityImprove pickup productivity through route optimization, manpower utilization, and operational standardization.Optimize cost per shipment while maintaining service quality and customer satisfaction.Process Re-engineering & Continuous ImprovementLead continuous improvement initiatives across pickup and delivery operations.Standardize operational processes across all PUDs within the cluster.Implement best practices to improve productivity, service quality,



and operational consistency.Stakeholder & GovernanceCollaborate with Surface Operations, CPU Operations, Commercial, Customer Service, Finance, HR, and Service Centre teams.Ensure alignment between cluster execution and regional operational strategy.Act as the cluster SME for First Mile Operations and participate in operational governance forums.Qualifications & ExperienceEducation: Bachelor's degree (Operations / Supply Chain / Business preferred); MBA/PG desirable.Experience: 7–10 years of experience in logistics operations with strong exposure to First Mile, Last Mile, Pickup Operations or Field Operations.Proven experience in leading multi-location operations and managing large field teams.Exposure to customer-facing operations, productivity improvement, and revenue assurance preferred.Preferred Industries: Express Logistics, eCommerce Logistics, Distribution Networks, 3PL.Skills & CapabilitiesTechnical SkillsFirst Mile & Last Mile Operations ManagementCustomer SLA ManagementRevenue Assurance & ComplianceRoute Planning & Productivity ImprovementManpower Planning & Operational GovernanceProcess Standardization & Continuous Improvement· Data analysis and data lead governanceKey CompetenciesLeadership & Team ManagementCustomer OrientationData-driven Decision MakingStakeholder ManagementOperational ExcellenceProblem SolvingChange ManagementKey Performance Indicators (KPIs)Sr. No.Key Result AreasKey Performance Indicators (KPIs)1Customer ServicePickup SLA Adherence, Service Compliance2Revenue AssuranceReweigh Compliance %, Revenue Leakage Reduction3ProductivityPickups & delivery per Resource, Route Efficiency4Cost EfficiencyCost per Kilo / Cost per Shipment5Service QualityCustomer Complaints, Pickup Quality Score6Operational ConsistencyPerformance Variance Across PUDs7People & CultureEmployee Engagement, Attrition, Training Completion8ComplianceProcess Compliance, Audit Compliance Score9Continuous ImprovementCI Initiatives Delivered & Perks Realized10SafetyEHS Compliance & Safety Performance

📌 Pud Cluster Head - Pune (Metro)
🏢 Dhl
📍 Pune