Job Description

Job Title: Manager - Channel Operations (Last Mile)
Career Function: Operations
Job Family/Sub-Family: Operations - Channel Operations
Career Stream/Career Level: Middle Management
Location: Blue Dart HQC - Mumbai
Reporting To: Manager - Operations Contract Management & Agent Expansion
Travel Required: 25% ? 50% ? 75% ?
About DHL Blue Dart Express India
At Blue Dart, we go beyond delivering shipments--we deliver trust, precision, and excellence. As India's most reliable express logistics provider, we empower commerce by reaching over 56,000+ locations across India and connecting to 220+ countries through our global DHL network. Backed by the strength of DHL Group, we bring together international standards with deep local expertise. Our dedicated Boeing freighter fleet, 12,000+ vehicles, and best-in-class service ensure time-definite delivery that businesses and customers count on every day. We are proud to be consistently ranked among India's Top 100 Great Places to Work and recognized as part of the DHL Group's Top Employer certification across multiple regions. Being an Employer of Choice is not just a goal--it's a fundamental part of who we are. We are committed to creating a workplace where people feel valued, empowered, and proud to belong. If you're looking to join a purpose-led, people-first organization that shapes India's supply chain with integrity and care--Blue Dart is where you belong.
Position Overview
The Manager - Channel Operations (Last Mile) is part of the central Last Mile program team. The role designs, launches, and scales channel programs with cross-functional stakeholders, integrating processes and systems to improve SLA, cost per stop, compliance, and customer experience across partner-led last-mile operations.
Job Purpose
To translate business needs into scalable last-mile programs and mechanisms, ensuring seamless process and systems integration across Blue Dart and partner networks, and delivering measurable improvements in service, cost, productivity, and compliance.
Key Roles & Responsibilities
Regional program design and launch

• Gather requirements, define problem statements, and convert them into program charters, SOPs, and rollout plans.
• Tailor national channel strategies to operational realities; set guardrails, RACI, KPIs, and review cadence.

Technology and process integration

• Coordinate integrations with Blue Dart systems across transportation, finance/accounting, and partner onboarding.
• Partner with Technology and Analytics to enable dashboards, data capture, and diagnostics; ensure single source of truth for KPIs.

Execution and scale

• Lead pilots, manage readiness checklists, training, and change management; scale programs region-wise.
• Establish mechanisms for performance, compliance, and financial control (cost/stop, on-time, first-attempt success, exceptions).

Governance and reporting

• Run weekly/monthly reviews on KPIs, risks, and mitigations; publish dashboards and variance analyses.
• Maintain audit-ready documentation for processes, decisions, and benefits realization versus business cases.

Stakeholder management

• Work closely with Regional Last Mile Ops, Sales, Finance, Tech, Analytics, Legal, and HR; communicate through briefs, proposals, and updates.
• Align continuously with the Head - Contract Governance & Partner Expansion to ensure program-contract model coherence (MPC/PDA).

Qualifications & Experience
Education

• Graduate degree in Engineering, Operations, Supply Chain, Business or related field.
• MBA or postgraduate qualification preferred.

Experience

• 8-10 years in program/project management within logistics, courier, e-commerce, or last-mile operations (partner/channel exposure preferred).
• Proven track record in launching and scaling large cross-functional programs with internal teams and external partners.

Skills & Capabilities
Technical skills

• Advanced Excel and PowerPoint; working knowledge of SQL for data analysis.
• Familiarity with BI/reporting tools and operational KPIs (SLA, cost/stop, productivity, exceptions).

Key competencies

• Structured problem solving in ambiguous environments; ability to create and sustain urgency.
• Strong execution discipline, attention to detail, and follow-through.
• Clear written and verbal communication; stakeholder influencing across levels.
• Data-driven decision-making and benefits tracking.

Key Performance Indicators (KPIs)
Sr. No.
Key Result Areas
Key Performance Indicators (KPIs)
1
Program Launch & Scale
% programs launched on plan; ramp-up time to steady state
2
Service Performance
SLA adherence; first-attempt success rate; exception rate reduction
3
Cost & Productivity
Improvement in cost per stop/parcel vs. baseline; productivity uplift
4
Compliance & Control
Partner/process compliance score; audit observations closed on time
5
Benefits Realization
Delivery vs. business case (financial & customer metrics); dashboard accuracy & cadence
Why join DHL Blue Dart?
When you join us, you're not just taking a job--you're becoming part of a purpose-led movement that's reshaping the future of logistics across India and the world. At Blue Dart, we don't just deliver parcels--we deliver excellence, innovation, and opportunity every day.
Here's what makes us stand out:

• Great Place to Work Certified--a testament to our people-first culture, inclusive environment, and commitment to your growth and well-being.
• Competitive pay and performance-linked rewards that truly recognize your impact.
• Structured learning, global exposure, and on-the-job coaching to help you grow faster than ever.
• Best-in-class benefits--from comprehensive medical cover (including optional parental care) to financial wellness and generous time off.
• A culture that celebrates diversity, innovation, and bold thinking--where your voice is heard and your contributions matter.
• Global career paths across the DHL Group, opening doors to opportunities in 220+ countries and territories.
• The pride of working with India's most awarded logistics brand, trusted by millions and driven by purpose.

This is your chance to do meaningful work, build a career without borders, and thrive in a company that's not just a logistics leader--but a Great Place to Work. Come grow with us.
#LIeBD

Skills Required