Last Mile Manager

Role Overview

Own end-to-end last-mile operations with a strong focus on delivery performance, courier governance, RTO reduction, and real-time control tower management.

Key Responsibilities

SLA & DOT: Drive delivery SLA adherence and Delivery on Time (DOT) across the network.

Courier Governance: Manage courier partners and resolve operational issues including wrong/missing/damaged shipments, fake attempts, delivery failures, and customer complaints.

RTO Management: Drive RTO reduction, identify root causes, and ensure timely RTO reconciliation and closure.

Last Mile Control Tower: Run the control tower to provide real-time visibility on breaches, pendency, RTOs, exceptions, and critical shipments; drive timely interventions.

Performance Management: Track courier performance, identify gaps, and drive corrective actions with partners.

Process Improvement: Identify recurring operational gaps and implement initiatives to improve delivery quality, customer experience, and last-mile efficiency.

Ideal Candidate

3–8 years of experience in last-mile operations, preferably in e-commerce/D2C/logistics.

Strong experience in courier partner management and operational problem-solving.

Data-driven with strong analytical and execution skills.

Comfortable managing high-volume, fast-paced last-mile operations.