Handelnine - Senior Manager - Global Last-Mile Operations

Description:

About Handelnine Global: Handelnine Global is a profitable, self-funded e-commerce house of brands with customers in 60+ countries. We operate 10+ online brands across the USA, UK, Europe, Australia, the Middle East, and Southeast Asia - powered by our own proprietary technology platform and a fulfilment network spanning the US, UK, and India..

We're not a marketplace or a 3PL. We own the entire chain from product sourcing to storefront technology to last-mile delivery. For an operations leader, this means you're not optimising one link; you're shaping the whole system.

The Role:

- We're looking for a Senior Manager - Global Last-Mile Operations to own delivery performance, carrier relationships, and shipping cost efficiency across all our markets.

- This is the person who obsesses over why a package to Germany took 9 days instead of 5, why our UK carrier's first-attempt delivery rate dropped 3 points this month, and whether rerouting Middle East volume through a different carrier saves costs per shipment at scale.

- You'll manage our relationships with global carriers like DHL, FedEx, Royal Mail, USPS, and regional last-mile partners across 30+ countries. You'll own the data - delivery times, cost per shipment, exception rates, return logistics and use it to make decisions that directly impact customer experience and margins.

- The immediate priorities are clear: reduce last-mile costs without sacrificing speed, improve carrier performance through data-driven SLA management, and support expansion into new markets by identifying and onboarding the right delivery partners.

- You'll report to the Leadership Team, work closely with our tech and finance teams, and have ownership of a function that touches every order we ship. If you're currently a strong number two in a global logistics or express delivery environment and ready to run the show, this is that opportunity.

What You'll Do:

Carrier & Last-Mile Management:

- Own all carrier relationships across markets negotiating rates, managing SLAs, conducting quarterly business reviews, and holding partners accountable on performance.

- Evaluate and onboard new last-mile partners as we expand into new geographies.

- Manage the carrier mix by region to optimise the cost-speed-reliability tradeoff.

- Reduce delivery timelines, breaches, failed deliveries, and minimise return-to-origin volumes.

Cost & Efficiency:

- Direct accountability for global shipping cost per order you own the number.

- Identify and execute cost reduction opportunities across carrier contracts, routing, packaging, and zone optimisation.

- Build and maintain rate card benchmarks across carriers and corridors.

- Work with finance to forecast shipping costs and flag variances early.

Data & Analytics:

- Use our internal dashboards to track daily delivery performance across all markets.

- Build reporting frameworks for carrier scorecards, delivery SLAs, exception rates, and cost trends.

- Spot patterns before they become problems - a spike in customs delays, a carrier underperforming in a specific region, a cost creep on a particular lane.

- Present weekly operational reviews to the CEO with clear data, root causes, and action plans.

Warehouse & Fulfilment Coordination:

- Coordinate with our fulfilment centres in the US, UK, and India to ensure smooth handoff from warehouse to last-mile.

- Support new warehouse setup and operationalisation as we expand the network.

- Work with the tech team to improve order routing logic and carrier allocation rules.

Team & Cross-Functional:

- Build and mentor a lean, high-performing operations team.

- Work with customer service to reduce delivery-related tickets and improve post-purchase experience.

What We're Looking For:

- 8-10years in last-mile logistics, express delivery, or e-commerce fulfilment operations ideally with international exposure.

- Background at a global express carrier (DHL, FedEx, UPS, Aramex), a cross-border e-commerce company, or a D2C brand with serious shipping volume.

- Deep understanding of last-mile economics - you think in cost per shipment, delivery attempt rates, zone surcharges, dimensional weight, and customs clearance times.

- Analytically strong - you're comfortable in spreadsheets, dashboards, and data. You question numbers, not just report them.

- Experience managing carrier relationships and negotiating contracts.

- Clear, structured communicator - you can present to the leadership team at 10am and troubleshoot a carrier escalation at 2pm.

- Based in Mumbai, willing to work full-time from our BKC office.

Stands out:

- Experience with multi-country, multi-carrier logistics across US, UK, Europe, and Middle East.

- Exposure to customs, duties, and cross-border compliance.

- Comfort with AI tools and automation for operational improvement.