Lead - Last Mile

Essar Group; Mumbai; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Essar Group is seeking a Last Mile Operations Manager to lead end-to-end delivery across PAN India, ensuring SLA adherence and best-in-class customer experience.

You will supervise multi-hub networks, monitor daily performance, manage 3PL partners and internal teams, and drive cost optimization and process improvement.

Qualifications

• Bachelor’s degree in a relevant field is required.
• Experience in last mile logistics or delivery management is preferred.
• Strong understanding of SLA tracking, fleet management, and delivery economics is desirable.
• Experience managing 3PL vendors and regional delivery networks is preferred.
• Willingness to travel frequently across hubs and cities (30–40%) is required.

Responsibilities

• Lead end-to-end last mile delivery operations across PAN India.
• Monitor daily operational performance and ensure timely deliveries.
• Manage operations across multiple hubs and regional networks.
• Oversee 3PL partners, delivery vendors, and internal teams.
• Drive cost optimization and process improvements without compromising service quality.
• Collaborate with Warehouse, Central Planning, Customer Support, Finance, and Tech teams.

Skills

Last mile operations

SLA tracking

Fleet management

Vendor management

Cross-functional collaboration

Travel readiness

Education

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

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

• 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