Operations Manager

Cityfurnish; Mumbai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Cityfurnish in Mumbai is seeking an experienced Operations Manager to own and scale the complete last-mile operation from the warehouse gate to the customer doorstep and back. The role focuses on people, fleet, and service quality, with responsibilities to set up and scale last-mile operations across new cities and serviceable zones.

You will lead field teams, manage a mixed fleet, and drive CSAT improvements.

Responsibilities

• Plan, hire, roster, and manage field teams including Delivery Executives, Drivers, Installation Teams, Hub Supervisors, Contract/3PL manpower
• Prepare daily and weekly manpower plans based on delivery, pickup, relocation, and installation demand
• Optimise workforce productivity through tasks per executive/day, on-time login/start, utilisation, idle time, attendance
• Develop and manage incentive and performance-linked structures
• Ensure compliance with attendance, grooming, uniform, training, and safety standards
• Drive onboarding and engagement programs to reduce frontline attrition
• Control labour cost per task/order
• Manage a mixed fleet of company-owned and 3PL/vendor vehicles
• Plan daily fleet capacity and optimise routing to reduce empties and costs
• Identify and onboard transport vendors with SLA management and monthly reconciliation
• Monitor fuel efficiency and driver compliance
• Own SLA/TAT adherence for delivery and pickup and improve CSAT/NPS
• Lead last-mile setup for new cities and serviceable zones with launch plans
• Build a standardised Last-Mile Launch Playbook and collaborate with cross-functional teams
• Own unit economics for new-city expansion including cost per order and per task
• Establish cost and SLA improvement roadmaps from launch to maturity
• Standardise last-mile SOPs and drive real-time dashboards and cost control
• Drive cost-per-order and cost-per-task targets
• Lead teams with strong people management and vendor negotiation skills
• Familiarity with ERP/ticketing/dispatch systems like Odoo and Zoho Desk

Job description

About the Role

We are looking for an experienced and highly driven Operations Manager to own and scale the complete last-mile operation from the warehouse gate to the customers doorstep and back.

Unlike traditional one-way e-commerce logistics, Cityfurnish operates a two-way, high-touch last-mile model involving:

• Furniture and appliance delivery
• Installation and assembly
• Subscription-end pickups
• Inter-city and intra-city relocations
• Product swaps and replacements
• Repair-related movements
• Reverse logistics

The role will be responsible for managing the three key pillars of last-mile operations:

People | Fleet | Service Quality

The candidate will also play a critical role in setting up and scaling last-mile operations across new cities and serviceable zones.

Key Responsibilities

1. Manpower & Field Operations

• Plan, hire, roster, and manage field teams including:
  • Delivery Executives
  • Drivers
  • Furniture Handling & Installation Teams
  • Hub Supervisors
  • Contract/3PL Manpower
• Prepare daily and weekly manpower plans based on delivery, pickup, relocation, and installation demand.
• Optimise workforce productivity through:
  • Tasks per executive/day
  • On-time login/start
  • Utilisation
  • Idle time
  • Attendance
• Develop and manage incentive and performance-linked structures.
• Ensure compliance with attendance, grooming, uniform, training, and safety standards.
• Drive structured onboarding and engagement programs to reduce frontline attrition.
• Control labour cost per task/order.

2. Transport & Fleet Management

• Manage a mixed fleet consisting of company-owned and 3PL/vendor vehicles.
• Manage vehicles ranging from Tata Ace to 14-ft trucks, based on furniture and appliance requirements.
• Plan daily fleet capacity against delivery, pickup, relocation, and reverse-logistics requirements.
• Optimise routing and zone clustering to improve vehicle utilisation and reduce:
  • Empty kilometres
  • Cost per trip
  • Cost per order
  • Vehicle idle time
• Identify, onboard, negotiate with, and manage transport vendors.
• Own vendor:
  • Rate cards
  • SLAs
  • Performance
  • Monthly reconciliation
  • Payment coordination
• Monitor fuel efficiency and cost per kilometre.
• Ensure vehicle fitness, insurance, permits, and driver compliance.

3. SLA & Customer Experience

• Own delivery and pickup TAT/SLA adherence against committed dates and customer slots.
• Ensure:
  • On-time delivery
  • Damage-free movement
  • Proper installation/assembly
  • Professional doorstep conduct
• Monitor and resolve operational exceptions and escalations in coordination with:
  • Customer Support
  • Warehouse
  • Operations
  • Procurement
• Drive improvement in CSAT/NPS across delivery and pickup touchpoints.
• Identify root causes of SLA breaches and implement corrective actions.
• Minimise penalties, failed attempts, customer complaints, and repeat visits.

4. Network Expansion & New City Launches

• Lead last-mile setup for new cities and serviceable zones.
• Develop the complete launch plan covering:
  
  • Hub/service footprint
  • Manpower requirements
  • Fleet requirements
  • Vendor onboarding
  • Serviceable PIN codes
  • SOPs
  • Cost model
  • SLA benchmarks
• Build a standardised Last-Mile Launch Playbook that can be replicated across cities.
• Work closely with:
  
  • Category & Procurement
  • Warehouse
  • Product/Technology
  • Finance
  • Customer Support
• Ensure operational readiness before city/zone launch.
• Own the unit economics of new-city expansion, including:
  
  • Cost per order
  • Cost per task
  • Manpower cost
  • Transportation cost
  • Ramp-up timelines
• Establish a clear cost and SLA improvement roadmap from launch to operational maturity.

5. Process, Technology & Cost Optimisation

• Standardise last-mile SOPs across all operating cities.
• Continuously identify opportunities to improve productivity, service quality, and cost efficiency.
• Work with operational technology platforms including:
  
  • Odoo Sales Orders, asset movement, and operational transactions
  • Zoho Desk Customer/service tickets
  • Dispatch and route-planning tools
• Drive automation and implementation of real-time operational dashboards.
• Own the last-mile operating cost, including:
  
  • Manpower
  • Transportation
  • Packaging
  • Vendor costs
• Achieve and improve monthly cost-per-order and cost-per-task targets.

Qualifications & Experience

• 58+ years of experience in last-mile logistics, field operations, supply chain, or delivery operations.
• Experience in industries such as:
  • E-commerce
  • Q-commerce
  • D2C
  • Furniture
  • Large appliances
  • Rental/subscription
  • 3PL/logistics
• Proven experience managing large blue-collar/frontline teams.
• Strong experience managing owned + outsourced/3PL fleet operations.
• Experience managing multi-city or high-volume last-mile operations.
• Proven track record of improving:
  • Delivery SLA
  • First Attempt Delivery (FAD)
  • Cost per order
  • Productivity
  • Customer experience
• Experience in setting up or scaling operations in new cities/zones will be an added advantage.
• Graduate in any discipline.
• MBA/PGDM in Operations, Supply Chain, Logistics, or a related field is preferred.

Skills & Competencies

Operational Skills

• Strong understanding of last-mile and field logistics operations.
• Excellent manpower and fleet planning capabilities.
• Strong knowledge of routing, capacity planning, and delivery optimisation.
• Data-driven approach to operational decision-making.

Leadership Skills

• Ability to lead and manage large frontline teams.
• Strong people management and team-building capabilities.
• Ability to work effectively with internal teams and external vendors.
• Comfortable working on-ground and handling operational challenges directly.

Commercial & Analytical Skills

• Strong vendor negotiation skills.
• Cost control and unit economics orientation.
• Advanced Excel/Google Sheets and dashboard skills.
• Ability to analyse operational metrics and identify root causes.

Technology

• Familiarity with ERP, ticketing, dispatch, and route-planning systems.
• Exposure to Odoo, Zoho Desk, BI tools, or similar platforms is an advantage.

What We Offer

• Opportunity to own a high-visibility and business-critical function.
• Direct exposure to senior leadership and strategic decision-making.
• Opportunity to build and scale the last-mile operating model across multiple cities.
• Fast-paced and entrepreneurial work environment.
• Competitive compensation with performance-linked incentives.
• Significant ownership in shaping Cityfurnishs delivery and logistics network.