The Senior Manager - Last Mile Operations will be responsible for overseeing the complete post-purchase delivery journey, ensuring every order reaches the customer accurately, on time, and at optimal cost. The role requires strong operational expertise, the ability to optimize delivery networks, manage multiple logistics partners, and drive continuous improvement across last-mile processes. This position is critical in elevating the customer delivery experience in a fast-paced e-commerce environment.

Key Responsibilities

1. Last-Mile Operations Management:

- Lead and supervise last-mile delivery operations across regions to ensure timely and accurate order fulfillment.

- Drive performance across service levels, delivery accuracy, fill rates, and turnaround time.

2. SLA, Efficiency & Customer Experience:

- Monitor SLA adherence, improve delivery efficiency, and enhance customer satisfaction scores.

- Identify operational gaps and implement corrective actions to reduce delays and escalations.

3. Partner & Vendor Management:

- Build, manage, and optimize relationships with courier partners, 3PLs, and last-mile delivery vendors.

- Evaluate partner performance and ensure compliance with operational standards and KPIs.

4. Process Excellence & Improvement:

- Identify bottlenecks in the last-mile workflow and implement process improvements for faster delivery cycles.

- Lead initiatives for cost reduction, service-level enhancement, and route optimization.

5. Cross-Functional Collaboration:

- Work closely with Customer Service, Technology, Finance, and Sales teams to improve post-shipment processes.

- Coordinate with internal stakeholders for seamless handling of claims, returns, NDR, and escalations.

6. Data Analysis & Reporting:

- Analyze delivery performance data and provide actionable insights for operational enhancement.

- Prepare regular MIS, dashboards, and management reports.

7. Technology & Automation:

- Champion the adoption of automation tools and technology platforms to improve last-mile visibility and efficiency.

- Support implementation of tracking systems, route optimization tools, and partner tech integrations.

8. Team Leadership:

- Mentor, guide, and manage regional operations teams to ensure adherence to SOPs and consistent performance.

- Foster a culture of accountability, continuous learning, and operational excellence.

Key Skills & Competencies:

- Deep understanding of e-commerce last-mile delivery, courier operations, and network optimization.

- Strong analytical abilities with proficiency in Excel, MIS, dashboards, and data-driven decision-making.

- Excellent vendor management, negotiation, and communication skills.

- Proven leadership skills with ability to manage multi-region teams.

- Strong problem-solving mindset and process improvement orientation.

- Ability to thrive in a fast-paced and dynamic environment.

Qualifications & Experience:

- Graduate or Postgraduate in Operations, Supply Chain, Business Management, or related fields.

- 5-10 years of hands-on experience in logistics, last-mile delivery, courier operations, or e-commerce supply chain roles.

- Prior experience managing multi-location delivery operations is preferred.