1). Last Mile Operations Management
- Own end-to-end last mile delivery operations across PAN India region.
- Ensure adherence to delivery SLAs, TATs, and customer experience benchmarks across all hubs
- Monitor daily operational performance and ensure smooth delivery execution across B2B and B2C channels
- Manage and oversee operations across multiple delivery hubs and regional networks
- Ensure operational readiness during high-volume periods and business demand spikes
- Drive operational excellence and process efficiency across the last mile network
2). Hub & Delivery Partner Management
- Manage and monitor performance of 3PL partners, delivery vendors, and internal delivery teams
- Conduct regular operational reviews, audits, and compliance checks across hubs and partner networks
- Ensure adherence to operational processes, safety standards, and delivery protocols
- Build strong relationships with delivery partners and resolve operational challenges proactively
- Support and performance management of new delivery partners and hubs
- Ensure availability and optimization of manpower across operational locations
3). SLA, Escalation & Customer Experience Management
- Track real-time delivery performance and proactively resolve delivery escalations and exceptions
- Monitor customer complaints, failed deliveries, and operational bottlenecks to improve service levels
- Ensure consistent customer experience through timely deliveries and issue resolution
- Coordinate with customer support teams to address escalations and improve delivery satisfaction
- Drive initiatives to improve delivery success rate and operational responsiveness
- Maintain high service quality standards across all delivery touchpoints
4). Cost Optimization & Operational Planning
- Drive route optimization, fleet utilization, and manpower planning based on demand forecasts
- Monitor last mile operational costs including vendor billing, fuel utilization, and productivity metrics
- Identify opportunities for cost reduction and process improvement without impacting service quality
- Review operational data and MIS reports to identify performance gaps and efficiency opportunities
- Support planning and execution for network expansion and new hub launches
- Ensure optimal resource allocation across cities and hubs
5). Reporting, Analytics & Process Improvement
- Review daily, weekly, and monthly MIS reports to track operational KPIs and delivery performance
- Analyze operational trends, SLA adherence, delivery productivity, and cost metrics
- Prepare reports and dashboards for management reviews and business updates
- Drive continuous improvement initiatives across delivery operations and hub processes
- Collaborate with tech teams to improve operational visibility and system efficiency
- Support process standardization and operational automation initiatives
6). Cross-Functional Collaboration & Team Leadership
- Coordinate closely with Warehouse, Central Planning, Customer Support, Finance, and Tech teams
- Lead and manage regional operations teams including hub managers and supervisors
- Provide operational guidance, performance feedback, and team development support
- Ensure alignment between business objectives and operational execution
- Support business continuity planning and operational scalability initiatives
- Foster a high-performance and customer-focused operational culture
Qualifications and Experience
Bachelor’s degree in Supply Chain, Logistics, Operations, Business Management, or related field
5–10 years of relevant experience in last mile logistics, regional operations, or delivery management
Prior experience managing multi-city or multi-hub operations preferred
Experience working in e-commerce, quick commerce, logistics, retail, or supply chain organizations preferred
Strong understanding of delivery operations, fleet management, SLA tracking, and delivery economics preferred
Experience managing 3PL vendors, regional delivery networks, and operational escalations preferred
Willingness to travel frequently across hubs and operational cities (30–40%) preferred
