Role Overview:
We are looking for a Program Manager - Last Mile to manage and improve end-to-end last-mile delivery operations. The role will focus on rider supply and retention, delivery TAT and SLA, 3PL partner management, operational programs, and new store/zone launches. The person will work closely with cross-functional teams to build scalable processes and improve delivery performance.
Key Responsibilities:
- Manage rider supply, onboarding, payouts, incentives and retention.
- Track and improve TAT, SLA, P90 and delivery breach rates.
- Manage 3PL partners, including SLAs, performance, cost and fleet mix.
- Drive new store/zone/city launches, including rider planning and go-live readiness.
- Build and implement SOPs, processes and operational improvement programs.
- Work with technology, store operations, finance and other teams on cross-functional initiatives.
- Analyse operational data and track key performance metrics and dashboards.
- Identify operational gaps, conduct RCA and drive corrective actions.
- Ensure effective processes for returns, failed deliveries and regulated/temperature-sensitive products.
Required Skills:
- 3 - 8 years of experience in last-mile, hyperlocal, quick commerce, logistics or field operations.
- Hands-on experience managing rider/driver fleets, including hiring, payouts and retention.
- Strong program management and stakeholder management skills.
- Good knowledge of Excel/Google Sheets and data analysis.
- Comfortable with field/store visits and working closely with riders.
- Strong communication and process/SOP documentation skills.
Other Requirements:
- Experience with new store, zone or city launches.
- Exposure to routing, batching or dispatch operations.
- Experience in pharma, healthcare, cold chain or regulated deliveries is an advantage.
- Knowledge of Kannada or another regional language would be an advantage.
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