Last Mile Manager

Last Mile Manager

• SLA & DOT: Drive delivery SLA adherence and Delivery on Time (DOT) across the network.
• Courier Governance: Manage courier partners and resolve operational issues including wrong/missing/damaged shipments, fake attempts, delivery failures, and customer complaints.
• RTO Management: Drive RTO reduction, identify root causes, and ensure timely RTO reconciliation and closure.
• Last Mile Control Tower: Run the control tower to provide real-time visibility on breaches, pendency, RTOs, exceptions, and critical shipments; drive timely interventions.
• Performance Management: Track courier performance, identify gaps, and drive corrective actions with partners.
• Process Improvement: Identify recurring operational gaps and implement initiatives to improve delivery quality, customer experience, and last-mile efficiency.

• 3–8 years of experience in last-mile operations, preferably in e-commerce/D2C/logistics.
• Strong experience in courier partner management and operational problem-solving.
• Data-driven with strong analytical and execution skills.
• Comfortable managing high-volume, fast-paced last-mile operations.

The Last Mile Manager coordinates delivery operations across the network, focusing on on-time performance, courier partner governance, return-to-origin reduction, and real-time issue response. The role also uses operational analysis and corrective actions to improve delivery quality and efficiency.

Role at a glance

Skills mentioned

What you will likely work on

• Track network delivery SLA and on-time performance, and address service gaps.
• Coordinate courier partners and resolve shipment exceptions, delivery failures, and customer complaints.
• Investigate RTO drivers and ensure reconciliation and closure are completed on time.
• Monitor breaches, pending shipments, exceptions, and critical deliveries through real-time control tower operations.
• Review courier performance and agree corrective actions with partners.
• Identify recurring operational issues and implement improvements to delivery quality, customer experience, and efficiency.

Good fit signals

• Has 3–8 years of experience in last-mile operations.
• Brings strong experience managing courier partners and resolving operational problems.
• Uses data and analysis to guide operational decisions and execution.
• Is comfortable working with high-volume, fast-paced last-mile operations.
• Experience in e-commerce, D2C, or logistics is preferred.