Lead - Last Mile

Essar Career Site; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Essar Career Site is seeking a Last Mile Operations Manager to own end-to-end delivery across PAN India, ensuring SLAs and customer experience benchmarks are met. You will oversee multiple hubs, manage 3PLs, and drive cost efficiency while maintaining high service quality.

The role requires 5–10 years in last mile logistics, strong fleet/operational analytics, and frequent travel across hubs. Collaboration with cross-functional teams will be essential to optimize performance and scalability.

Qualifications

• Bachelor’s degree and 5–10 years of experience in last mile logistics, regional operations or delivery management.
• Experience managing multi-city or multi-hub operations.
• Experience with e-commerce/logistics, retail, or supply chain environments.
• Strong understanding of delivery operations, fleet management, SLA tracking, and delivery economics.
• Experience managing 3PL vendors and regional networks.
• Willingness to travel 30–40% across hubs/cities.

Responsibilities

• Own end-to-end last mile delivery operations across PAN India region.
• Monitor daily operational performance and ensure smooth delivery execution across B2B and B2C channels.
• Manage and oversee operations across multiple delivery hubs and regional networks.
• Ensure readiness during high-volume periods and spikes in demand.
• Drive operational excellence and cost efficiency across the network.
• Track KPIs and collaborate with teams to improve delivery experience.

Skills

Last mile logistics

Multi-city operations

3PL vendor management

SLA tracking

Fleet management

Operational analytics

Education

Bachelor’s degree in Supply Chain, Logistics, Operations, Business Management

Job description

Last Mile Operations Management

• Own end-to-end last mile delivery operations across PAN India region.
• Ensure adherence to delivery SLAs, TATs, and customer experience benchmarks across all hubs
• Monitor daily operational performance and ensure smooth delivery execution across B2B and B2C channels
• Manage and oversee operations across multiple delivery hubs and regional networks
• Ensure operational readiness during high-volume periods and business demand spikes
• Drive operational excellence and process efficiency across the last mile network

Hub & Delivery Partner Management

• Manage and monitor performance of 3PL partners, delivery vendors, and internal delivery teams
• Conduct regular operational reviews, audits, and compliance checks across hubs and partner networks
• Ensure adherence to operational processes, safety standards, and delivery protocols
• Build strong relationships with delivery partners and resolve operational challenges proactively
• Support onboarding and performance management of new delivery partners and hubs
• Ensure availability and optimization of manpower across operational locations

SLA, Escalation & Customer Experience Management

• Track real-time delivery performance and proactively resolve delivery escalations and exceptions
• Monitor customer complaints, failed deliveries, and operational bottlenecks to improve service levels
• Ensure consistent customer experience through timely deliveries and issue resolution
• Coordinate with customer support teams to address escalations and improve delivery satisfaction
• Drive initiatives to improve delivery success rate and operational responsiveness
• Maintain high service quality standards across all delivery touchpoints

Cost Optimization & Operational Planning

• Drive route optimization, fleet utilization, and manpower planning based on demand forecasts
• Monitor last mile operational costs including vendor billing, fuel utilization, and productivity metrics
• Identify opportunities for cost reduction and process improvement without impacting service quality
• Review operational data and MIS reports to identify performance gaps and efficiency opportunities
• Support planning and execution for network expansion and new hub launches
• Ensure optimal resource allocation across cities and hubs

Reporting, Analytics & Process Improvement

• Review daily, weekly, and monthly MIS reports to track operational KPIs and delivery performance
• Analyze operational trends, SLA adherence, delivery productivity, and cost metrics
• Prepare reports and dashboards for management reviews and business updates
• Drive continuous improvement initiatives across delivery operations and hub processes
• Collaborate with tech teams to improve operational visibility and system efficiency
• Support process standardization and operational automation initiatives

Cross-Functional Collaboration & Team Leadership

• Coordinate closely with Warehouse, Central Planning, Customer Support, Finance, and Tech teams
• Lead and manage regional operations teams including hub managers and supervisors
• Provide operational guidance, performance feedback, and team development support
• Ensure alignment between business objectives and operational execution
• Support business continuity planning and operational scalability initiatives
• Foster a high-performance and customer-focused operational culture

Qualifications and Experience

• Bachelor’s degree in Supply Chain, Logistics, Operations, Business Management, or related field
• 5–10 years of relevant experience in last mile logistics, regional operations, or delivery management
• Prior experience managing multi-city or multi-hub operations preferred
• Experience working in e-commerce, quick commerce, logistics, retail, or supply chain organizations preferred
• Strong understanding of delivery operations, fleet management, SLA tracking, and delivery economics preferred
• Experience managing 3PL vendors, regional delivery networks, and operational escalations preferred
• Willingness to travel frequently across hubs and operational cities (30–40%) preferred