Job Description

JOB TITLE: SENIOR MANAGER - LAST MILE CAPACITY BUILDING (REGIONAL)
Career Function: Operations Career Framework Level:
Job Family/Sub - Family: Operations / Last Mile Mercer Job Code:
Career Stream/Career Level: Senior Management Role Code:
Location: Regional HQ (multi-state coverage) RCS Grade: J
Reporting To: Regional Operations Head Travel Required: 25% ? 50% ? 75% ?
Job Title Senior Manager - Last Mile Capacity Building (Regional)
Function Operations
Reports To Regional Operations Head
Location Regional HQ (multi-state coverage)
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:
Regional leadership role accountable for last?mile capacity building, productivity and partner ecosystem performance across multiple states and cities. Owns technology/process adoption and competitive benchmarking versus close market players (e.g., leading quick?commerce, hyperlocal, and express parcel providers) to deliver best?in?class OTD, First Attempt Success, cost per delivery, and customer experience. Leads a team of cluster/city leads and governs multiple delivery service partners (DSPs. Acts as the regional single?threaded owner for capacity readiness across peaks, urban network design (micro?hubs/PUDOs/lockers), and standardized practices.
Job Purpose:
Plan and secure sufficient, efficient last-mile capacity; lift delivery productivity; standardize partner/DSP governance; and optimize cost per delivery through data?driven route design, fleet mix and continuous improvement--without compromising safety, compliance or customer experience.
Key Roles & Responsibilities
Strategic Leadership

• Develop and execute the regional last?mile strategy aligned to product SLAs and business goals.
• Translate national playbooks into region?specific capacity plans (riders/vehicles, micro?hubs, PUDOs/lockers).
• Benchmark against close market competition and convert insights into regional actions.

People Leadership & Culture

• Lead and coach a multi?city team (cluster/city managers, field supervisors); build bench strength and succession.
• Drive engagement, safety culture and compliance; role?model Blue Dart values in line with Great Place to Work practices.
• Manage performance, conduct skip?levels, and run targeted training for supervisors and delivery personnel.
• Hire, onboard, and develop leaders; calibrate talent and manage performance interventions in low?performing pockets.

Operational Excellence

• Capacity building: determine rider/van needs, shift structures, standby pools per city/tier; plan peak ramps.
• Productivity: optimize cut?offs, batching, doorstep time and load balance across routes/couriers.
• Partner development: expand/upgrade DSPs; run QBRs and corrective action plans.
• Ensure SOP, safety/EHS and regulatory compliance across all locations.

Continuous Improvement (CI)

• Run a Kaizen/A3 pipeline focused on OTD uplift, first?attempt success and cost per stop.
• Apply Lean/Six Sigma tools (Gemba, standard work, root?cause, PDCA/DMAIC); publish benefits realization.
• Institutionalize standard work and control plans to prevent regression.

Technology, Data & Automation

• Deploy and drive adoption of route optimization, address intelligence/geocoding, courier apps/ePOD, dynamic routing; ensure data quality and usage discipline.
• Stand up a regional control tower cadence with live exception management (SLA at risk, idle time, re?attempts, cluster rollovers).
• Partner with Engineering/IT for light automation at service centers (scan flows, load?to?route aids); track benefit realization (?, OTD, throughput).
• Use experimentation/A?B testing to tune incentive/gamification models and doorstep flow (photo/OTP, NDR reasons).
• Build a data cadence: route density, drop size, travel time, revisit costs, order?to?dispatch lead time, NDR/RTO causals; publish monthly scorecards.

Cost Optimization & Efficiency

• Reduce cost per delivery/order via route redesign, fleet mix (2W/3W/4W/EV) and asset/utilization improvements.
• Steer route density and service levels by pin?code clusters; manage exception costs (revisits, NDR).
• Recommend and govern rate cards and incentives balancing speed, quality and cost.

Stakeholder & Governance

• Align with Network & Design, Ops Excellence, Product, Finance, HR/TA, Procurement.
• Govern DSP/outsourced staffing contracts, SLAs and statutory compliance; consolidate where scale benefits exist.
• Act as regional last?mile SME in customer/large?account forums for feasibility and SLA design.

Qualifications & Experience

• Education: Bachelor's degree (Engineering/Operations/Supply Chain preferred); MBA/PG desirable.
• Experience: 10-15 years total, with strong exposure to regional, multi?city last?mile/parcel/hyperlocal (quick?commerce/food/grocery) operations; proven delivery on OTD, First?Attempt Success, cost per stop, and DSP/gig workforce governance at scale.
• Preferred industry backgrounds: Express parcel/3PL, quick?commerce (e.g., food/grocery), hyperlocal delivery, e?commerce logistics.
• Tooling exposure: Leading route optimization/TMS/ePOD platforms and BI tools; familiarity with geospatial data and address intelligence; comfort with control?tower workflows.

Skills & Capabilities
Technical Skills

• Last?mile capacity planning, route optimization, geospatial/address intelligence; TMS/ePOD familiarity.
• KPI/BI proficiency (OTD, FAD, cost/stop, NDR, RTO), root?cause and benefit modeling.
• Contracting/vendor governance, EV/fleet planning, safety & compliance; Lean/Six Sigma toolkits.

Key Competencies

• People leadership & coaching, succession planning, and change management.
• Data?driven decisioning; stakeholder and supplier negotiation; execution rigor.
• Strong communication in English and local language(s); ability to influence cross?functionally.

Key Performance Indicators (KPIs)
Sr. No.
Key Result Areas
Key Performance Indicators (KPIs)
1
Service Performance
On?Time Delivery (OTD) %, delivery window compliance
2
Unit Economics
Cost per Delivery / Cost per Order, cost per stop vs. plan
3
First Attempt Success
First Attempt Delivery Success %, NDR closure TAT
4
Productivity
Deliveries per rider/van per day, Route density index
5
Returns & RTO
RTO %, return causals reduction
6
Partner/DSP Governance
DSP scorecard (fill rate, quality, compliance), QBR action closure
7
Safety & Compliance
EHS incidents, statutory compliance score
8
People & Culture
30/90?day attrition, engagement pulse score, training completion
9
Continuous Improvement
# CI projects closed, realized ? benefit, sustainment audit score
10
Digital Ops & Control Tower
Order?to?dispatch lead time, live exception closure TAT
11
Gig/DSP Health
Acceptance rate, cancel rate, attendance reliability
12
Sustainability & Fleet Mix
% EV share on urban routes, CO? per delivery trend
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: o Great Place to Work Certified--a testament to our people-first culture, inclusive environment, and commitment to your growth and well-being. o Competitive pay and performance-linked rewards that truly recognize your impact. o Structured learning, global exposure, and on-the-job coaching to help you grow faster than ever. o Best-in-class benefits--from comprehensive medical cover (including optional parental care) to financial wellness and generous time off. o A culture that celebrates diversity, innovation, and bold thinking--where your voice is heard and your contributions matter. o Global career paths across the DHL Group, opening doors to opportunities in 220+ countries and territories. o 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.

Skills Required