Process Excellence Manager – Last Mile Operations

AppsForBharat; Bengaluru; On-site; INR 2,800,000 - 5,200,000; Full time

Job summary

AppsForBharat is seeking a Program Manager – Last Mile to own the post-order journey from dispatch to doorstep delivery. You will lead improvements in delivery success, reduce RTO, optimize courier performance, and build scalable, data-driven operations.

The role requires deep experience in e-commerce last-mile operations, comfort with high-volume environments, and a knack for solving complex problems using data, technology, and cross-functional collaboration to drive margins and customer

Qualifications

• 4–7 years of experience in E-commerce Operations, Last Mile Operations, Supply Chain, or Program Management.
• Experience managing RTO, NDR, COD workflows, and delivery SLAs.
• Hands-on experience with courier partners such as Delhivery, Shadowfax, XpressBees, Ekart, Ecom Express, or Blue Dart.

Responsibilities

• Own the post-order journey from dispatch to delivery.
• Improve first-attempt delivery and overall delivery experience.
• Monitor dispatch timelines and SLA adherence across warehouse and courier ops.
• Design scalable processes using data-driven insights.
• Collaborate with Warehouse, Tech, Product, Customer Support, and Data teams.

Skills

Courier partner management

Advanced Excel

SQL basics

Cross-functional collaboration

Tools

Shiprocket

ClickPost

Unicommerce

Job description

About AppsForBharat

AppsForBharat (Sri Mandir App) is building beautifully crafted, AI-first consumer experiences that help millions of Indians connect with spirituality and culture. We're backed by Peak XV Partners, Elevation, Fundamentum, and other top-tier investors, and are one of India's fastest-growing Series C consumer-tech companies.

Our flagship product, Sri Mandir, is the world's largest platform for Hindu devotees, powering rituals, teachings, personalized recommendations, and a thriving devotional community.

India's $44B devotion economy is still largely offline, and we're bringing structure, accessibility, and meaning to this massive market through technology, logistics, and seamless customer experiences.

Role Overview

We are looking for a Program Manager – Last Mile to own the complete post-order customer journey; from order dispatch to successful doorstep delivery. This role is responsible for improving delivery success, reducing Return to Origin (RTO), optimizing courier performance, and building scalable, data-driven operational processes.

The ideal candidate has strong experience in e-commerce last-mile operations, thrives in a high-volume environment, and enjoys solving complex operational problems using data, technology, and cross-functional collaboration.

Key Responsibilities

Last Mile Operations

• Own the complete post-order journey from dispatch to successful customer delivery.
• Drive improvements in first-attempt delivery success and overall delivery experience.
• Monitor dispatch timelines and ensure SLA adherence across warehouse and courier operations.

RTO Reduction

• Own and continuously improve Return to Origin (RTO) metrics.
• Analyze key drivers such as COD orders, address quality, courier performance, delivery timelines, and regional trends.
• Design and implement initiatives to proactively reduce RTO.
• Manage relationships with courier partners including onboarding, performance reviews, SLA tracking, and escalations.
• Optimize courier allocation based on serviceability, cost, delivery performance, and RTO trends.
• Build courier scorecards and recommend continuous improvements.

Process Excellence & Program Management

• Design scalable operational processes using data-driven insights.
• Improve pick-pack-manifest workflows, dispatch SLAs, and operational efficiency.
• Partner with Warehouse, Tech, Product, Customer Support, and Data teams to drive cross-functional initiatives.

NDR & Recovery Management

• Own Non-Delivery Report (NDR) operations and recovery processes.
• Drive customer re-attempts through calls, WhatsApp, IVR, address corrections, and COD reconfirmation.
• Improve recovery rates before shipments are returned.

Data & Analytics

• Build dashboards and track operational KPIs including:
• RTO %
• First Attempt Delivery Rate
• Dispatch TAT
• Generate actionable insights and recommend process improvements based on data.

Ideal Candidate Profile

Must Have

• 4–7 years of experience in E-commerce Operations, Last Mile Operations, Supply Chain, or Program Management.
• Strong understanding of last-mile logistics and courier operations.
• Experience managing RTO, NDR, COD workflows, and delivery SLAs.
• Hands‑on experience working with courier partners such as Delhivery, Shadowfax, XpressBees, Ekart, Ecom Express, or Blue Dart.
• Strong analytical skills with advanced Excel and basic SQL.
• Experience driving cross-functional projects across Operations, Product, Tech, and Customer Support teams.

Good to Have

• Experience with OMS/WMS platforms such as Shiprocket, ClickPost, or Unicommerce.
• Experience building courier allocation frameworks or RTO prediction models.
• Exposure to D2C or COD-heavy businesses.
• Knowledge of Python or advanced analytics tools.

Success Metrics

• Reduction in overall RTO %
• Improvement in First Attempt Delivery Rate
• Higher NDR recovery and successful re-delivery rates
• Improved courier SLA adherence
• Reduced logistics cost as a percentage of revenue
• Successful implementation of data-driven courier allocation and operational improvements

Why This Role Matters

• Own one of the most critical levers impacting customer experience and profitability.
• Drive operational excellence at scale through technology and process innovation.
• Partner closely with Product, Tech, Data, and Operations teams.
• Build scalable systems that directly improve margins and customer satisfaction.

Apply Now

Join us in building India's most trusted devotional commerce platform and help deliver meaningful experiences to millions of devotees.