Key responsibilities:

Delivery experience:

- Own the end-to-end delivery promise: slot adherence, on-time rate, order accuracy and product condition at the door.

- Set the delivery standard: rider grooming, etiquette, cold-chain handling, contactless and doorstep protocols.

- Run a closed loop on every delivery complaint, from root cause to fix, with Customer Experience and Store Ops.

Cost and unit economics:

- Own last-mile cost per order (CPO) and its drivers: rider utilisation, orders per rider-hour, batching, idle time and distance per order.

- Design rider payout models (fixed, per-order, incentive and hybrid) that reward reliability and quality, not just volume.

- Build the rider demand - supply plan by store, day and hour to avoid both over-staffing and missed slots.

- Track and cut leakage: re-deliveries, cancellations, damages, refunds and fuel or EV cost.

Fleet and partners:

- Choose the right mix of in-house riders, 3PL partners and gig supply for each city and peak.

- Lead EV adoption, vehicle leasing and charging or swapping partnerships where they lower cost per km.

- Negotiate and manage 3PL and fleet contracts with clear SLAs and penalties.

People and culture:

- Lead city last-mile leads and cluster level delivery managers.

- Cut rider attrition through onboarding, training, insurance, safety and fair pay.

- Ensure full compliance with labour, gig-worker, road-safety and insurance rules.

Scale and systems:

- Launch last-mile operations in new cities and stores with a repeatable playbook.

- Work with Product and Tech on routing, dispatch, ETA prediction, rider app and live tracking.

- Build dashboards and daily reviews that show experience and cost side by side.

Who you are:

Must-haves:

- 10 - 15 years in operations, with 5+ years leading last-mile delivery in quick commerce, food delivery, e-grocery or hyperlocal logistics.

- A track record of cutting cost per order while holding or improving on-time rate and CSAT, with numbers to prove it.

- Has run a fleet of several thousand riders across multiple cities, including in-house and 3PL models.

- Strong with data: comfortable building models for rider capacity, payouts and unit economics in Excel or SQL.

- Has launched operations in at least one new city from zero.

Good-to-haves:

- Experience in a premium or quality-led consumer brand, where service is part of the product.

- Cold-chain and fresh or perishables delivery.

- EV fleet transitions and battery-swap or charging partnerships.

- Exposure to routing, dispatch and ETA technology, working closely with product teams.

- Working knowledge of Karnataka and Telangana gig-worker and labour regulations.