Experience: 8+ Years

Location: Mumbai

Department: Operations / Sales

Reports To: Head of Operations / Business Head

Job Type: Full time

Position Overview

We are looking for a Home Delivery Operations Manager to lead and scale our Mumbai home-delivery operations with end-to-end responsibility for early-morning delivery, operational excellence, team management, events, and sales growth.

The role will be responsible for ensuring that the 4:00 AM onwards delivery operation runs smoothly every day, while simultaneously driving customer acquisition, sales, and revenue growth across Mumbai.

The key objective of this role is to build a highly efficient and scalable home-delivery network and take the Mumbai business to the target of ₹5 Crore in revenue.

Key Responsibilities

1. Home Delivery Operations

- Own end-to-end home delivery operations across Mumbai, starting from the early-morning 4:00 AM delivery cycle.
- Ensure timely, accurate, and effective delivery to customers every day.
- Manage delivery routes, manpower, riders, vehicles, dispatches, and daily delivery schedules.
- Monitor delivery performance and ensure adherence to defined SLA and service standards.
- Identify operational bottlenecks and implement solutions to improve delivery efficiency.
- Minimize missed deliveries, delays, wrong deliveries, customer complaints, and operational leakages.
- Build robust SOPs for daily delivery operations and ensure strict execution.

2. Team & Manpower Management

- Lead and manage delivery executives, supervisors, coordinators, and other field teams.
- Plan daily manpower requirements based on order volumes and delivery routes.
- Ensure adequate manpower availability for the 4:00 AM morning operation.
- Train teams on customer interaction, delivery discipline, product handling, and service standards.
- Monitor team productivity and implement performance-based processes.

3. Sales & Revenue Growth





- Take ownership of Mumbai sales growth along with delivery operations.
- Drive the Mumbai business towards the ₹5 Crore revenue target.
- Identify opportunities to increase customer acquisition, order frequency, average order value, and repeat purchases.
- Work closely with the Marketing and Sales teams to convert delivery operations into a strong customer acquisition and retention channel.
- Develop local initiatives to increase penetration in key Mumbai areas.
- Track sales performance by area, customer segment, product, and delivery route.
- Identify underperforming areas and create action plans for growth.

4. Event Management & Activation

- Plan and execute local events, society activations, sampling drives, exhibitions, and customer engagement activities.
- Identify events and local opportunities that can contribute to customer acquisition and sales.
- Coordinate end-to-end event execution including manpower, logistics, sampling, branding, sales counters, and post-event follow-up.
- Measure event performance based on leads, conversions, new customers, revenue, and ROI.
- Build strong relationships with housing societies, corporates, communities, and local institutions.

5. Customer Experience

- Ensure a consistently high-quality customer experience during delivery.
- Monitor delivery-related customer complaints and ensure quick resolution.
- Work with Customer Care to identify recurring customer issues and implement corrective actions.
- Improve customer satisfaction, retention, and repeat ordering through superior delivery service.




- Ensure delivery teams represent the brand professionally at every customer touchpoint.

6. Operations & Business Analytics

- Track daily and monthly KPIs including:
- On-time delivery %
- Delivery success %
- Orders delivered
- Orders per rider
- Delivery cost/order
- Customer complaints
- New customers
- Repeat customers
- Average Order Value
- Revenue
- Area-wise sales
- Event-wise sales
- Prepare daily/weekly/monthly performance reports for management.
- Use data to optimize routes, manpower, delivery costs, and sales performance.
- Identify opportunities to improve operational efficiency while maintaining customer experience.

7. Cross-Functional Coordination

- Work closely with Sales, Marketing, Customer Care, Supply Chain, Production, and Finance teams.
- Ensure alignment between production availability, order volumes, dispatches, and delivery requirements.
- Coordinate with Marketing for local customer acquisition campaigns and events.
- Ensure operational readiness for promotions, festivals, new launches, and high-demand periods.

Key Requirements

- 6+ years of experience in Home Delivery, Last-Mile Operations, Field Operations, FMCG, D2C, E-commerce, Retail, or similar businesses.
- Strong experience in managing large field/delivery teams.
- Experience handling early-morning delivery operations will be preferred.
- Strong understanding of Mumbai geography and local market dynamics.
- Proven ability to manage both operations and sales targets.
- Strong people-management and problem-solving skills.
- Ability to work in a fast-paced, high-growth environment.
- Strong analytical and execution skills.
- Experience in managing events, activations, or local market initiatives will be an advantage.

Key Success Metrics ₹5 Crore Mumbai Revenue | On-Time Delivery | Delivery Cost Efficiency | Customer Acquisition | Repeat Orders | AOV | Team Productivity | Customer Satisfaction | Event ROI

📌 Home Delivery Operations Manager - Mumbai
🏢 Desi Farms
📍 Mumbai