The Last Mile Head is responsible for owning and optimizing the last-mile delivery strategy for a high-velocity quick commerce operation, ensuring timely, cost-effective, and customer-centric delivery services. This role involves managing rider operations, fleet logistics (in-house and 3PL), and cost optimization while maintaining high service level agreement (SLA) compliance. The Last Mile Head will collaborate with technology teams to enhance rider apps, drive safety and compliance, and lead a high-performing last-mile team to deliver exceptional customer experiences.
Key Responsibilities
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Delivery Operations:
Build and manage scalable last-mile delivery operations to support quick commerce demands.
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Routing & Allocation:
Plan and optimize delivery routing, batching, and rider allocation to maximize efficiency and minimize delivery times.
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Fleet Management:
Oversee in-house and third-party logistics (3PL) fleets to ensure operational reliability and scalability.
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Cost Optimization:
Drive initiatives to optimize cost per delivery while maintaining quality, aligning with budgetary targets.
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Real-Time Monitoring:
Monitor real-time delivery dashboards to track performance, identify bottlenecks, and ensure SLA adherence.
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Customer SLA Compliance:
Achieve ? 98% on-time delivery to meet customer expectations and maintain high satisfaction.
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Rider Safety & Compliance:
Implement safety protocols and ensure regulatory compliance for rider operations.
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Technology Collaboration:
Work with tech teams to enhance rider app functionality and improve operational workflows.
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Team Leadership:
Hire, train, and mentor the last-mile team to build a high-performing, customer-focused workforce.
Key Performance Indicators (KPIs)
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On-Time Delivery:
Achieve ? 98% on-time delivery across all orders.
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Cost per Delivery:
Meet or exceed budgeted cost per delivery targets.
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Rider Utilization:
Maintain ? 90% rider utilization rate to optimize workforce efficiency.
Skills & Competencies
? Deep expertise in route planning, logistics, and last-mile delivery operations.
? Strong people management skills to lead and motivate large, dispersed teams.
? Data-driven mindset with proficiency in analyzing real-time delivery metrics and optimizing performance.
? Excellent collaboration skills to work with technology, operations, and external partners (e.g., 3PL providers).
? Ability to thrive in a fast-paced, high-pressure quick commerce environment.
? Knowledge of safety regulations and compliance standards for delivery operations.
Experience & Education
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Experience:
8-12 years in last-mile logistics, preferably in quick commerce, e-commerce, or FMCG sectors.
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Education:
Bachelor's degree in Business, Logistics, Operations, or a related field; MBA or equivalent preferred.