Senior Manager - Last Mile Operations

Description:

About the Job - Role Overview

The Senior Manager - Last Mile Operations will lead the complete post-sales delivery lifecycle, ensuring shipments are delivered accurately, efficiently, and cost-effectively. The role demands strong operational acumen to optimize delivery networks, manage partner relationships, and drive process excellence across last-mile operations.

Key Responsibilities:

- Lead and manage last-mile delivery operations across multiple regions to ensure on-time and accurate deliveries.

- Develop, monitor, and improve SLAs, cost efficiency, and customer satisfaction metrics.

- Build and maintain strong relationships with delivery partners, courier networks, and logistics vendors.

- Identify operational bottlenecks and implement process improvements to reduce TAT and escalations.

- Collaborate with cross-functional teams (Customer Service, Tech, Finance, Sales) to streamline post-shipment workflows.

- Oversee claims, returns, and escalations related to last-mile delivery and ensure timely resolutions.

- Analyze operational data, generate insights, and prepare periodic MIS reports for senior management.

- Drive automation and technology adoption to improve visibility, tracking, and process efficiency.

- Mentor and guide regional operations teams, ensuring strong performance and adherence to SOPs.

Key Skills & Competencies:

- Strong understanding of last-mile logistics, delivery networks, and operational optimization.

- Data-driven mindset with proficiency in Excel, MIS reporting, and operational analytics.

- Excellent leadership, negotiation, and vendor management capabilities.

- Ability to operate in a fast-paced, dynamic environment with competing priorities.

- Strong problem-solving and continuous improvement orientation.

Qualifications & Experience:

- Postgraduate in Operations, Supply Chain, or Business Management.

- 5 - 10 years of experience in logistics, courier, e-commerce, or supply chain operations (with strong exposure to last-mile operations).

- Prior experience leading large teams and multi-location operations is preferred.