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 multiple hubs/stores within an assigned cluster. The candidate will be responsible for overall operational performance, last-mile delivery, rider management, fleet, inventory, team handling, and achievement of business KPIs across multiple locations.

Key Responsibilities

- Manage end-to-end operations across multiple hubs, stores, and dark stores.
- Drive last-mile operations and ensure timely delivery and SLA achievement.
- Manage rider/delivery partner operations including hiring, onboarding, availability, productivity, and retention.
- Monitor fleet availability, utilization, maintenance, and deployment.
- Monitor inventory movement, reconciliation, ageing, and accuracy.
- Lead and manage Hub Incharges, Store Managers, Assistant Managers, and operational teams.
- Track key KPIs such as FOD, TAT, productivity, SLA, rider availability, utilization, cancellations, and service levels.
- Analyze daily MIS and operational dashboards to identify gaps and take corrective actions.
- Ensure all locations follow company SOPs, safety standards, and compliance processes.
- Handle operational escalations related to riders, customers, manpower, inventory, fleet, and deliveries.
- Plan manpower and rider capacity based on demand and peak requirements.
- Coordinate with HR,



Talent Acquisition, Fleet, Inventory, Finance, Control Tower, and Client/Account teams.
- Drive cost optimization and improve operational efficiency across the cluster.
- Conduct regular performance reviews with individual locations and team members.
- Identify process gaps and implement improvement initiatives.
- Prepare and share daily, weekly, and monthly performance reports with senior management.
- Support the launch and stabilization of new hubs/stores within the assigned cluster.

Required Experience & Qualifications

- 5–8 years of experience in Logistics, E-commerce, Last Mile, Supply Chain, or Operations.
- Experience managing multiple hubs/stores/locations.
- Strong experience in last-mile operations and rider management.
- Experience in team handling and people management.
- Valuable understanding of fleet and inventory 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.

Key Skills

- Cluster Operations
- Last Mile Operations
- Hub & Store Operations
- Rider Management
- Rider Hiring & Onboarding
- Fleet Management
- Inventory Management
- Team Handling
- KPI & SLA Management
- TAT Management
- MIS & Reporting
- Cost Optimization
- Process Improvement
- Stakeholder Management

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