Lead - Last Mile

Essar Steel; Mumbai; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Essar Steel is seeking an experienced Last Mile Operations Manager to own end-to-end delivery operations across PAN India. You will ensure SLA/TAT adherence and customer experience benchmarks while coordinating across B2B and B2C channels.

You will monitor performance across multiple hubs, drive efficiency, manage 3PL partners, and lead cross-functional teams to sustain service quality during peak demand and high-volume periods.

Qualifications

• Bachelor’s degree in Supply Chain, Logistics, Operations, or related field.
• 5–10 years in last mile logistics or delivery management.
• Experience managing multi-city or multi-hub operations preferred.
• Background in e-commerce, quick commerce, logistics, or retail sectors preferred.
• Strong understanding of delivery operations, fleet management, SLA tracking.
• Experience managing 3PL vendors and regional delivery networks.
• Willingness to travel across hubs and cities (30–40%).

Responsibilities

• Own end-to-end last mile delivery operations across PAN India.
• Ensure adherence to delivery SLAs, TATs, and customer experience benchmarks.
• Monitor daily performance and ensure smooth delivery across B2B and B2C.
• Oversee operations across multiple hubs and regional networks.
• Drive efficiency and readiness during high-volume periods and spikes.
• Collaborate with Warehouse, Planning, Customer Support, and Tech teams.

Skills

Last mile operations

Delivery operations management

SLA tracking

3PL partner management

Team leadership

Cross-functional collaboration

Travel readiness

Education

Bachelor degree in Supply Chain

Job description

1). 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

2). 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

3). 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

4). 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

5). 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

6). 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

• 1. Bachelor s degree in Supply Chain, Logistics, Operations, Business Management, or related field
• 2. 5-10 years of relevant experience in last mile logistics, regional operations, or delivery management
• 3. Prior experience managing multi-city or multi-hub operations preferred
• 4. Experience working in e-commerce, quick commerce, logistics, retail, or supply chain organizations preferred
• 5. Strong understanding of delivery operations, fleet management, SLA tracking, and delivery economics preferred
• 6. Experience managing 3PL vendors, regional delivery networks, and operational escalations preferred
• 7. Willingness to travel frequently across hubs and operational cities (30-40%) preferred