About the Role:

We are looking for a Program Manager - Last Mile to build and improve last-mile delivery operations for a fast-growing healthcare business. The role will focus on rider supply and retention, delivery TAT, 3PL partner management and new store/city launches.

This is a program-focused role requiring strong ownership of processes, SOPs, operational metrics and cross-functional initiatives.

Total Experience: 3 - 8 years

Key Responsibilities:

- Own the rider lifecycle - sourcing, onboarding, documentation, training, activation, payouts and retention.

- Forecast rider supply against demand and optimise in-house vs. 3PL fleet mix.

- Drive improvements in delivery TAT, SLA adherence, breach rates, rider allocation and serviceable radius.

- Build and improve processes for order fulfilment, escalations, failed deliveries, returns, and reattempts.

- Manage 3PL partners, including onboarding, SLAs, rate cards, performance reviews, and scorecards.

- Lead new store and city launches, including rider hiring, partner onboarding, pilot runs, and go-live readiness.

- Run operational pilots, analyse performance data, and drive measurable process improvements.

- Build SOPs, dashboards, and operational reports and ensure processes are implemented consistently.

- Work closely with technology, store operations, category, finance, and field teams to improve last-mile performance.

- Ensure appropriate delivery processes for prescription-bound and temperature-sensitive products.

What We're Looking For:

- 3 - 8 years of experience in last mile, quick commerce, hyperlocal delivery, logistics or field operations.

- Hands-on experience managing rider/driver fleets, including hiring, payouts, and retention.

- Strong program management and cross-functional execution skills.

- Strong analytical skills with proficiency in Excel/Google Sheets.

- Comfortable working with operational data, KPIs, TAT, SLA and performance metrics.

- Willingness to work in the field and regularly interact with stores, riders, and delivery partners.

- Strong written and verbal communication skills.

Good to Have:

- Experience with new store, zone or city launches.

- Exposure to routing, batching, dispatch, or rider allocation systems.

- Experience in pharma, healthcare, cold chain, or regulated delivery.

- Knowledge of Kannada or another regional language.

- Experience using Generative AI for analysis and operational workflows.