Cluster Manager – Operations

Pikndel; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Pikndel is seeking a hands-on Cluster Manager to oversee end-to-end operations across a group of hubs in Bengaluru and surrounding areas. You will lead hub In-charges, manage riders and fulfillment, and drive SLA adherence for a fast-growing delivery network.

The role demands strong people management, data-driven decision making, and the ability to coordinate with central operations. Travel to hubs and peak operation days is expected.

Qualifications

• 3–6 years of experience in logistics/supply chain operations, with exposure to multi-location management.
• Strong ability to coordinate across hubs, warehouses and last-mile teams.
• Proven track record in meeting delivery SLAs and improving KPIs.

Responsibilities

• Lead daily operations across multiple hubs within the cluster.
• Mentor Hub In-charges and teams to maintain high performance.
• Own SLAs for on-time deliveries, accuracy and customer experience.
• Ensure compliance with SOPs, safety protocols and process standards.
• Track metrics like order fulfillment, rider efficiency, TAT, and cost per shipment.
• Coordinate with central operations, fleet and customer service teams.
• Plan manpower, rider rosters, shifts and attendance.
• Support expansion with new hub launches and ramp-up plans.
• Drive performance reviews, issue resolution and continuous improvement.

Skills

People management

Operational excellence

Data-driven decisions

Logistics knowledge

SLA management

Tools

Data dashboards

Shift planning tools

Job description

Pikndel is a rapidly growing same-day and next-day delivery company transforming the last-mile experience for D2C, e-commerce, and retail brands. As we expand our logistics network, we're looking for a dynamic and hands-on Cluster Manager who can lead multiple hubs, manage teams, and drive operational excellence.

Role Overview:

As a Cluster Manager, you will be responsible for overseeing end-to-end operations across a group of hubs within a defined territory. You’ll lead and coordinate with Hub In-charges, ensure performance KPIs are met, and drive execution across daily operations, rider management, fulfillment, and customer SLAs. This role is critical to ensure scalable, efficient, and reliable delivery operations.

Key Responsibilities:

• Lead daily operations across multiple hubs within the assigned cluster
• Manage, mentor, and review Hub In-charges and their teams to ensure high performance
• Own SLAs for deliveries (on-time, accuracy, customer experience) across all hubs
• Ensure compliance with SOPs, safety protocols, and process standards
• Track and improve metrics like order fulfillment, rider efficiency, TAT, and cost per shipment
• Coordinate closely with central operations, fleet, and customer service teams
• Ensure smooth manpower planning including rider rosters, shift planning, and attendance
• Support expansion by enabling new hub launches and ramp-up plans
• Drive performance reviews, issue resolution, and continuous improvement initiatives
• Be the escalation point for any operational bottlenecks within the cluster

Requirements:

• 3–6 years of experience in logistics/supply chain operations, preferably managing multiple locations
• Prior experience in managing warehouse, hub, or last-mile delivery teams
• Strong coordination, and people management skills
• Ability to handle fast-paced environments, with a focus on metrics and outcomes
• Good understanding of delivery logistics, tech platforms, and SLA-driven ops
• Comfortable working with data dashboards, shift planning tools, and mobile apps
• Problem-solving mindset with strong execution and on-ground presence
• Willingness to travel across hubs and be available during high ops days