Job Description Cluster Manager

Job Title: Cluster Manager – Operations
Department: Operations
Industry: Logistics / E-commerce / Last Mile

Role Overview

We are looking for an experienced Cluster Manager to manage end-to-end operations across multiple hubs/stores within a cluster. The role will be responsible for operational performance, last-mile delivery, rider/fleet management, inventory, team productivity, SLA achievement, and overall business performance across the assigned locations.

Key Responsibilities

- Manage end-to-end operations across multiple hubs, stores, dark stores, or delivery centers within the assigned cluster.
- Drive last-mile operations and ensure timely delivery and achievement of SLA/TAT targets.
- Monitor daily operational KPIs including FOD, delivery performance, productivity, attendance, utilization, cancellations, and service levels.
- Manage rider/delivery partner operations including rider hiring, onboarding, availability, productivity, retention, and performance.
- Oversee fleet operations and ensure optimum vehicle utilization and availability.
- Monitor inventory movement, reconciliation, ageing, damages, and inventory accuracy across locations.
- Lead and manage Hub Incharges, Store Incharges, Assistant Managers, and operational teams.
- Conduct regular performance reviews and drive corrective actions for underperforming locations.
- Analyze operational data and MIS reports to identify gaps and improve productivity.
- Ensure adherence to company SOPs, safety standards, compliance, and operational processes.
- Handle escalations related to customers, riders, manpower, inventory, fleet, and delivery operations.




- Coordinate with central teams such as HR, Talent Acquisition, Finance, Fleet, Inventory, Control Tower, and Client/Account teams.
- Plan manpower and rider capacity based on demand, peak periods, and business requirements.
- Drive cost optimization and operational efficiency across the cluster.
- Identify process improvement opportunities and implement initiatives to improve TAT, productivity, service quality, and customer experience.
- Prepare and present regular daily/weekly/monthly performance reports to senior management.
- Ensure smooth launch and stabilization of new hubs/stores within the assigned cluster.

Required Experience & Qualifications

- Experience: 5–8 years in logistics, e-commerce, last-mile, supply chain, or operations.
- Experience managing multiple hubs/stores/locations is preferred.
- Strong experience in last-mile operations and rider/fleet management.
- Experience in team handling and managing multiple operational stakeholders.
- Positive understanding of inventory and hub/store operations.
- Strong analytical and problem-solving skills.
- Good knowledge of MS Excel, MIS, dashboards, and operational KPIs.
- Strong communication and stakeholder management skills.
- Willingness to travel across assigned locations as required.

Key Skills

- Cluster Operations
- Multi-Location Operations
- Last Mile Operations
- Hub & Store Operations
- Rider Management
- Rider Hiring & Onboarding
- Fleet Management
- Inventory Management
- Team Management
- KPI & SLA Management
- TAT Management
- MIS & Reporting
- Process Compliance
- Cost Optimization
- Stakeholder Management
- Operational Excellence

📌 Sub Zonal Manager (Mumbai)
🏢 Shadowfax Technologies
📍 Mumbai