Operations Manager

Job description - Operations Manager - Last Mile

About the Role

We are looking for an experienced Operations Manager to manage and scale Cityfurnishs complete last-mile operations, from warehouse dispatch to the customers doorstep and reverse logistics.

The role will focus on People, Fleet & Service Quality across deliveries, pickups, installations, relocations, swaps, repairs, and reverse logistics.

Key Responsibilities

1. Manpower & Operations

• Plan and manage Delivery Executives, Drivers, Installation Teams, Supervisors, and 3PL manpower.
• Prepare daily manpower plans and rosters based on operational requirements.
• Track productivity, attendance, utilisation, and performance.
• Manage frontline training, onboarding, incentives, and attrition.

2. Fleet & Transport

• Manage company-owned and vendor/3PL vehicles from Tata Ace to 14-ft trucks.
• Plan fleet capacity and optimise routes and vehicle utilisation.
• Onboard and manage transport vendors, including rates, SLAs, and performance.
• Monitor vehicle costs, fuel efficiency, documentation, and compliance.

3. SLA & Customer Experience

• Ensure on-time and damage-free deliveries and pickups.
• Ensure proper installation and professional customer handling.
• Monitor SLA, complaints, failed deliveries, repeat visits, and escalations.
• Identify operational issues and implement corrective actions.

4. New City & Zone Expansion

• Set up last-mile operations in new cities and serviceable zones.
• Plan manpower, fleet, vendors, hubs, PIN codes, SOPs, costs, and SLAs.
• Build a standardised launch process that can be replicated across cities.

5. Process & Cost Optimisation

• Standardise last-mile SOPs across cities.
• Improve productivity, service quality, and cost efficiency.
• Track and improve cost per order, cost per task, manpower cost, and transport cost.
• Work with tools such as Odoo, Zoho Desk, dispatch and route-planning systems.
• Build operational dashboards and drive process automation.

Qualifications & Experience

• 5+ years of experience in last-mile logistics, field operations, supply chain, delivery operations, or 3PL.
• Experience in e-commerce, furniture, appliances, rental/subscription, or logistics is preferred.
• Experience managing large frontline teams and owned/3PL fleet.
• Experience in multi-city operations or setting up new cities/zones.
• Strong knowledge of manpower planning, fleet management, routing, and cost optimisation.
• Strong Excel/Google Sheets and analytical skills.
• Graduate in any discipline; MBA/PGDM in Operations/Logistics is preferred.

What We Offer

• High ownership of a critical business function.
• Opportunity to build and scale last-mile operations across cities.
• Direct exposure to senior leadership.
• Fast-paced and entrepreneurial environment.
• Competitive compensation with performance-linked incentives.

Interested candidadtes can directly share their CV's at [email removed] or call/Whatsapp on [phone removed].