Flipkart - Regional Manager - Last Mile Control Tower

Regional Manager - Last Mile Control Tower

Interested Professionals can share their resumes at: saripillideepk.vc@flipkart.com

Primary Focus:

Oversee last-mile delivery operations and ensure seamless customer order fulfillment - from hub dispatch to doorstep delivery.

Key Responsibilities:

1. Last Mile Operations Governance

- Monitor daily dispatches, delivery adherence, and route-level performance across the region.

- Ensure on-time delivery (OTD%) and First Attempt Delivery Rate (FADR) targets are met.

- Manage escalations related to customer experience, delayed shipments, and non-delivery reasons (NDRs).

2. Exception & Escalation Handling

- Track and resolve failed deliveries, address route delays, and monitor aging shipments.

- Coordinate with cluster and zonal operations teams for issue resolution.

- Drive RCA and CAPA (Corrective and Preventive Action) for recurring delivery failures.

3. Vendor & Partner Coordination

- Manage 3PL partners and delivery associates across multiple hubs.

- Ensure partner SLAs, productivity norms, and cost targets are achieved.

- Audit partner compliance (POD, cash handling, route completion).

4. Performance Analytics & Reporting

- Own regional performance dashboards for delivery efficiency, productivity, and cost per shipment.

- Identify delivery trends and propose data-backed solutions for efficiency improvement.

- Report regional KPIs to Zonal and National Control Tower leadership.

5. Process & Compliance

- Ensure adherence to SOPs on shipment handling, hub dispatch, and reverse logistics.

- Audit delivery route mapping and ensure GPS tracking compliance.

- Drive continuous improvement projects focused on last-mile performance.

6. Stakeholder Management

- Liaise with Customer Experience, Tech, and Hub Ops teams for process alignment.

- Conduct weekly governance reviews with Cluster Heads and Hub Managers.

- Support new hub onboarding or expansion initiatives within the region.

Desired Profile :

- 10-15 years of experience in Last Mile / Supply Chain / Control Tower roles (E-commerce, FMCG, or Logistics).

- Strong analytical and problem-solving skills; proficient in Excel, dashboards, and MIS reporting.

- Ability to manage multi-hub operations with high service-level discipline.

- Excellent communication and stakeholder management skills.