Sub Zonal Manager

Job Description Cluster Manager

Job Title: Cluster Manager – Operations
Department: Operations
Industry: Logistics / E-commerce / Last Mile

Role Overview

We are looking for an experienced Cluster Manager to manage end-to-end operations across multiple hubs/stores within a cluster. The role will be responsible for operational performance, last-mile delivery, rider/fleet management, inventory, team productivity, SLA achievement, and overall business performance across the assigned locations.

Key Responsibilities

• Manage end-to-end operations across multiple hubs, stores, dark stores, or delivery centers within the assigned cluster.
• Drive last-mile operations and ensure timely delivery and achievement of SLA/TAT targets.
• Monitor daily operational KPIs including FOD, delivery performance, productivity, attendance, utilization, cancellations, and service levels.
• Manage rider/delivery partner operations including rider hiring, onboarding, availability, productivity, retention, and performance.
• Oversee fleet operations and ensure optimum vehicle utilization and availability.
• Monitor inventory movement, reconciliation, ageing, damages, and inventory accuracy across locations.
• Lead and manage Hub Incharges, Store Incharges, Assistant Managers, and operational teams.
• Conduct regular performance reviews and drive corrective actions for underperforming locations.
• Analyze operational data and MIS reports to identify gaps and improve productivity.
• Ensure adherence to company SOPs, safety standards, compliance, and operational processes.
• Handle escalations related to customers, riders, manpower, inventory, fleet, and delivery operations.
• Coordinate with central teams such as HR, Talent Acquisition, Finance, Fleet, Inventory, Control Tower, and Client/Account teams.
• Plan manpower and rider capacity based on demand, peak periods, and business requirements.
• Drive cost optimization and operational efficiency across the cluster.
• Identify process improvement opportunities and implement initiatives to improve TAT, productivity, service quality, and customer experience.
• Prepare and present regular daily/weekly/monthly performance reports to senior management.
• Ensure smooth launch and stabilization of new hubs/stores within the assigned cluster.

Required Experience & Qualifications

• Experience: 5–8 years in logistics, e-commerce, last-mile, supply chain, or operations.
• Experience managing multiple hubs/stores/locations is preferred.
• Strong experience in last-mile operations and rider/fleet management.
• Experience in team handling and managing multiple operational stakeholders.
• Good understanding of inventory and hub/store operations.
• Strong analytical and problem-solving skills.
• Good knowledge of MS Excel, MIS, dashboards, and operational KPIs.
• Strong communication and stakeholder management skills.
• Willingness to travel across assigned locations as required.

Key Skills

• Cluster Operations
• Multi-Location Operations
• Last Mile Operations
• Hub & Store Operations
• Rider Management
• Rider Hiring & Onboarding
• Fleet Management
• Inventory Management
• Team Management
• KPI & SLA Management
• TAT Management
• MIS & Reporting
• Process Compliance
• Cost Optimization
• Stakeholder Management
• Operational Excellence