City Operations Head - Last mile

About:

- Own and manage the city P&L, ensuring revenue growth and cost optimization. Drive day-to-day delivery operations, ensuring SLA adherence, service quality, and customer experience.

- Lead and mentor cross-functional teams across supply, demand, customer support, and logistics operations.

- Optimize rider supply, route efficiency, and delivery turnaround time.

- Implement and monitor operational processes to drive performance and scalability.

- Manage relationships with key enterprise clients, ensuring smooth coordination and issue resolution.

- Track operational KPIs - order fulfillment rate, on-time delivery, partner utilization, and cost efficiency. Collaborate with central operations, tech, and product teams to drive continuous improvement initiatives.

- Ensure compliance with company policies, safety standards, and partner engagement practices.

- Identify opportunities for automation, innovation, and cost reduction. Required Competencies

- You have a track record of managing operations under strict P&L profitability constraints

- Would be an advantage: you have a track record of accelerating business growth dramatically or reverting a decline

- You have analytical skills and are good at spotting problems by analyzing business metrics

- You can build, manage and grow an efficient team

- You are good at managing external stakeholders (key customers, government, etc). You are good at understanding users, their needs and behavior; in our case, couriers.

Key Skills & Requirements:

- Graduate or Postgraduate (MBA preferred) with 8-12 years of experience in last-mile operations, logistics, e- commerce, or on-demand delivery businesses.

- Proven experience in managing large-scale operations and leading high-performing teams.

- Strong analytical, problem-solving, and data-driven decision-making skills.

- Hands-on experience with operational dashboards, analytics tools, and MS Excel.

- Excellent communication, stakeholder management, and leadership capabilities. Ability to work in a fast-paced, high-growth environment with a result-oriented mindset.