Last Mile Operations Team Lead

Role & responsibilities

Rider Sourcing & Recruitment

• Source Delivery Partners through field recruitment, referrals, local networks, recruitment camps, digital channels

and sourcing partners.

• Build sourcing channels around dark stores and high-potential rider catchments.
• Conduct regular recruitment drives to maintain the required rider strength and a healthy pipeline beyond

immediate demand.

• Clearly explain earnings, incentives, shifts, operating areas and company policies to candidates.
• Develop a strong referral network among existing Delivery Partners.

2. Onboarding & Deployment

• Complete rider onboarding and documentation within defined TAT.
• Ensure KYC, bank details and mandatory documents are complete before activation.
• Coordinate rider ID creation, training and deployment with Operations.
• Ensure recruited riders are activated and actually complete deliveries, rather than only getting registered.
• Track the funnel: Lead -> Onboarded -> Activated -> First Order -> Active Rider.
• Minimize onboarding-to-activation drop-offs.

3. Rider Availability & Peak Planning

• Understand daily and hourly rider requirements based on projected order volumes.
• Maintain adequate active rider strength for normal as well as peak operations.
• Create a backup/standby biker pool that can be activated at short notice.
• Ensure additional availability during weekends, festivals, campaigns, month-end/salary periods, adverse

weather and other peak-demand days.

• Confirm attendance in advance for critical shifts and peak slots.
• Identify potential rider shortages proactively and close gaps before they impact customer SLA.

4. Compliance & Governance

• Ensure every deployed rider has a valid Driving Licence and applicable vehicle documents.
• Ensure helmet and prescribed safety gear compliance.
• Complete KYC, identity verification, bank/payment documentation and mandatory rider training.
• Ensure uniform, delivery bag and branding requirements are followed wherever applicable.
• Conduct periodic field checks to ensure compliance continues after onboarding.
• Escalate repeated or serious compliance violations to Operations leadership.

5. Rate Card & Payout Governance

• Ensure riders are onboarded and deployed strictly as per the approved rate card and incentive structure.
• Clearly communicate fixed payouts, per-order payouts, distance incentives, peak incentives and other earning

components.

• Prevent unauthorized rate-card commitments or off-system payouts.
• Periodically verify that actual rider payouts align with approved rate cards.
• Escalate payout discrepancies, manipulation or non-compliance immediately.
• Maintain proper records of rate cards communicated to riders and vendors.

6. Rider Pool & Retention Management

• Maintain a database of active, inactive, backup and prospective riders.
• Track rider attendance, activation and attrition.
• Re-engage temporarily inactive riders when additional capacity is required.
• Understand reasons for rider churn and provide actionable feedback to Operations.
• Maintain relationships with high-performing riders to improve retention.
• Build sufficient bench strength so operations are not dependent on a small number of riders.

7. Field Operations Support

• Spend significant time in the field and at Dark Stores to understand availability and deployment issues.
• Coordinate closely with Store Managers and Last Mile Operations teams.
• Support resolution of onboarding, payout, attendance and deployment-related rider issues.
• Conduct rider meetings, engagement activities and recruitment camps as required.
• Benchmark competitor rider payouts and recruitment practices and share market intelligence with management.

Preferred candidate profile

Education: 12th pass / Graduate preferred.

• Experience: 1-4 years in field recruitment, delivery partner recruitment, manpower deployment or last-mile

operations.

• Experience in Quick Commerce, E-commerce, Food Delivery, Logistics, Courier or Hyperlocal Delivery is

preferred.

• Strong local market knowledge and network among delivery riders/bikers.
• Comfortable travelling extensively and working in the field.
• Ability to recruit at scale and work against daily/weekly targets.
• Good understanding of rider documentation and compliance requirements.
• Comfortable with Excel/Google Sheets and basic recruitment trackers.
• Strong communication, negotiation and relationship-management skills.
• Willingness to work during peak periods, weekends or festivals when operationally required.