Senior Operations Manager

Job Title: Senior Operations Manager – Last Mile Delivery

Experience:

Location:

Industry Preference:

Salary:

About The Role

Senior Operations Manager

last mile delivery operations

Key Responsibilities

• Lead and manage last mile delivery operations across assigned city/clusters
• Ensure operational efficiency, service quality, and customer satisfaction
• Monitor fleet utilization, rider productivity, attendance, and performance KPIs
• Oversee daily hub operations including dispatch planning and delivery execution
• Optimize routes and cluster allocation for maximum delivery efficiency
• Drive achievement of operational targets – TAT, cost per delivery, SLA compliance
• Manage client communication and service delivery expectations
• Handle escalations, rider grievances, and operational challenges
• Conduct data analysis to improve process efficiency and minimize costs
• Lead a team across Operations, Fleet, and Recruitment functions
• Ensure accurate and timely rider payout processing
• Implement SOPs, audits, compliance, safety, and operational discipline
• Coordinate with support, tech, and central operations teams
• Build and maintain rider capacity, partner expansion and hiring strategies
• Ensure high team performance through mentoring and training programs
• Develop contingency plans for peak load or emergency operations
  

Required Skills & Qualifications

• Graduate/Postgraduate (MBA preferred)
• Minimum 6–10 years of experience in operations, logistics, or supply chain
• Minimum 4 years of proven Last Mile Operations experience is mandatory
• Experience from Quick Commerce or E-commerce delivery companies preferred
• Strong team management and leadership experience
• Hands-on exposure to rider management, delivery KPIs, fleet operations
• Excellent communication, decision-making, and problem-solving skills
• Ability to work in a fast-paced and performance-driven environment
• Proficient in basic data analysis, Excel, and operational dashboards
  

Preferred Industry Background

• Quick Commerce (Zepto, Blinkit, Swiggy Instamart, BigBasket)
• E-commerce logistics (Amazon, Flipkart, Ekart, Delhivery, Shadowfax, Ecom Express)
• Hyperlocal Delivery (Dunzo, Porter, Loadshare, XpressBees)