Lead - Last Mile Operations - eCommerce

Key Responsibilities :

Last Mile Operations :

- Drive operational excellence across picking, packing, and delivery workflows

- Ensure defined SLAs are consistently met across all digital channels

- Optimize order flow, turnaround time, and fulfilment accuracy

- Identify process gaps and implement improvements for speed and efficiency

- Manage escalations related to fulfilment and delivery

Team Leadership & Coordination :

- Work closely with DMs - Digital Operations to plan, execute, and monitor daily operations

- Provide direction, prioritization, and support to ensure execution standards are met

- Align execution across locations through structured reviews and communication

- Build capability and operational discipline across the digital operations team

Cross-functional Coordination :

- Partner with Store Directors to ensure store-level readiness and execution discipline

- Work with the Growth team to align operational capacity with campaign plans and demand spikes

- Facilitate communication between central teams and stores to ensure smooth execution

Performance Monitoring & Improvement :

- Track and analyze fulfilment metrics (TAT, order accuracy, delivery success, etc.)

- Build reporting dashboards and review performance regularly

- Implement SOPs and training frameworks for store execution teams

- Drive continuous improvement initiatives and automation opportunities

Operational Governance :

- Establish standard processes and controls across stores

- Ensure compliance with service and quality standards

- Support scaling of digital operations as business grows