Vice President - Operations - Last Mile

Key Responsibilities

Mandate

- Build, manage and scale world class last mile delivery operations capability for Company

- Drive the organizational vision with respect to the last mile operations and provide strategic leadership.

Operations Focus

- Accountable for P&L, financial budgeting and cost control of Last Mile delivery operations pan India.

- Accountable for planning, design, operationalization of new optimized delivery networks and delivery flexibility with the help of central teams.

- Build a data driven feedback mechanism to ascertain the services levels of Delivery Hubs and Delivery Executives.

- Define, track and improve on key SLAs pertaining to delivery and customer delight in terms of delivery service.

- Implement efficient processes and standards, drive continuous improvement and operationalize business process innovation

- Partner closely with the product and tech teams to guide the direction of our product offerings which ensures better visibility to key clients of performance vectors

- Bring rigor to the last mile processes and SOPs to ensure we build consistency and reliability on a day to day basis and scalability in long term

People Management

- Strong team handling skill sets with an ownership orientation to develop team members and direct reports to perform & give 100%. The current size of team is 600+ executives which is expected to go up to a 1000+ in the next 2 - 3 quarters

- Build structure and processes for seamless hiring, on-boarding and training of Delivery Executives.

- Recruit, coach, mentor and retain the best talent.

- Motivate the team for continuous performance improvement and excellence, create stretch goals and enable the team to beat them.

Customer Focus

- Create customized, enhanced delivery options for end customers

- Develop a culture of customer service orientation in terms of package handling, field executive behavior and attitude towards the customer

Skills / Competencies

- Looking for a leader who is dynamic, an ambitious strategist and has a remarkable ability to scale up quickly.

- You should have a proven track record of operations management and customer obsession in high growth companies from e-commerce/ supply chain solutions.

- Deep understanding of logistics especially in a highly scalable set-up.

- Understanding of Customer / Buyer Profiling, Categories, Demography of ecommerce users & deep understanding of the KPI's & KRA in Last Mile delivery, Marketplace Pickups, Escalation Handling.

- You should come with an entrepreneurial mindset and should be able to thrive in a fast - paced, deadline - driven environment.

- Demonstrated experience of managing large teams.

- Able to work with diverse teams which include product, technology.