1. Oversee daily first and last-mile delivery operations across assigned centers/hubs.

2. Monitor and improve delivery performance KPIs – TAT, RTO rate, failed deliveries, etc.

3. Ensure high compliance on SOPs, especially for COD and Prepaid orders.

4. Coordinate with delivery partners and internal teams for planning, escalations, and issue resolution.

5. Analyze daily pendency reports and take corrective actions to reduce aging orders.

6. Ensure customer escalations are tracked and resolved within defined timelines.

7. Manage re-attempts, team coordination, and delivery performance feedback loops.

8. Work closely with supply ops, finance ops, and tech teams to improve overall fulfillment rate and reduce delivery failures.

9. Drive process improvements, vendor management, and quality control at the first and last-mile level.

Requirements

· Bachelor’s degree in logistics, supply chain, or relevant field

· Proven experience in logistics, e-commerce, or last-mile delivery operations.

· Strong understanding of logistics KPIs and routing/dispatch mechanisms.

· Proficiency in MS Excel / Google Sheets; basic data analytics is compulsory.

· Problem-solving mindset with attention to detail and process adherence.

· Ability to manage teams and logistics partner

Success Metrics:

· % Orders Pickup on First Attempt

· % Orders Delivered on First Attempt

· % RTO Rate

· Average Delivery TAT

· Escalation Resolution TAT