Last Mile City Lead Quick Commerce

Role Overview :

The Last Mile City Lead owns end-to-end last-mile delivery operations for the entire city from planning to execution to exception handling. The role is accountable for delivery performance, cost, and rider workforce health across a network Dark Stores (DS).

*Reports to:* Regional Head – Logistics (Quick Commerce)

*Direct Reports:* Dark Store Team Leads

*Indirect Span:* Riders across all dark stores of the city

Key Responsibilities

### 1. City-Level Planning & Execution

- Own last-mile capacity planning for the city — rider supply, shift/slot planning, and DS-wise deployment aligned to demand patterns (peak hours, weekends, events, weather disruptions).

- Translate city-level targets into DS-wise and TL-wise plans; track daily and weekly execution against target OTIF and CPO.

- Drive real-time exception handling — rider shortages, order surges, weather or traffic disruptions, system/tooling issues — ensuring minimal impact to delivery SLAs through advance planning.

### 2. Performance Management (OTIF & Cost)

- Own and ensure timely delivery to customer at the level of *OTIF (On-Time-Delivery %) 90%* across all dark stores in the city.

- Own and ensure best experience to customers at the level of *NPS (Net Promoter Score % based on customer feedback) 90%* across all dark stores in the city.

- Own *CPO (Cost Per Order)* for the city — monitor, control, and drive down through better rider utilization, route/batch efficiency, and reduction in idle/dead time.

- Conduct root-cause analysis on OTIF misses and CPO variances; implement corrective actions at DS and city level.

- Own city-level dashboards/reviews (daily huddles, WBRs) tracking OTIF, NPS, CPO, rider productivity, and DS-wise performance.

### 3. Rider Workforce Management

- Own rider availability planning across all DS to meet demand — right rider count, suitable riders, right shift, right store.





- Drive rider hiring pipelines in coordination with TLs and third-party logistics (3PL)/fleet partners.

- Own rider retention — track attrition drivers, implement engagement and incentive programs, and reduce churn.

- Ensure rider onboarding, ID/document compliance, and safety standards are met across all stores.

### 4. Team Lead (TL) Management

- Own hiring of DS-level Team Leads for the city.

- Design and drive TL training/onboarding — SOPs, tooling (dispatch/TMS systems), escalation handling, and people management skills.

- Conduct regular performance reviews of TLs; build a capability/succession pipeline within the city.

- Standardize DS-level SOPs across the city and audit adherence through TLs.

### 5. Stakeholder & Cross-Functional Coordination

- Work closely with Dark Store Operations, Warehousing, and 3PL/Fleet partners to resolve last-mile bottlenecks.

- Escalate systemic issues (tooling, policy, infra) to the Regional/Cluster Head with data-backed recommendations.

- Represent the city in regional reviews with a clear view of performance, risks, and action plans.

## Candidate Requirements

- *Experience:* 5-7 years in last-mile delivery / logistics operations Manager Position (quick commerce experience preferred)

- *Skills:*

- Strong ownership mindset with ability to manage multi-site (multi-DS) operations independently.

- Data-driven decision-making — comfortable with dashboards, LMS/dispatch tools, and Excel/Sheets.

- People management experience — ability to hire, train, and manage a team of TLs and, indirectly, a large rider workforce.

- Strong problem-solving and exception-handling ability in a fast-paced, high-ambiguity environment.

- Positive communication and stakeholder management skills.

Language - English or Hindi

## Work Environment

- Field-intensive role requiring regular visits across all dark stores in the city.

- Requires flexibility for peak-hour, weekend, and event-driven operational demands.

📌 City Lead Last Mile Operation (Delhi)
🏢 Purplle.com
📍 Delhi