About the role
- 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.