ZCT Manager

Role & responsibilities

About the Role:
The Last Mile Control Tower Manager will oversee and optimize the last mile delivery operations through an integrated control tower setup. This role demands strong leadership, coordination with delivery partners, and data-driven performance management to ensure timely, cost-effective, and high-quality delivery service to customers.

Key Responsibilities:
• Lead and manage the last mile control tower team to monitor delivery operations, track key performance indicators (KPIs), and resolve issues proactively.• Coordinate with 3PL partners, delivery fleets, and internal teams to ensure smooth execution of last mile delivery according to service level agreements (SLAs).• Utilize real-time tracking tools and data analytics to monitor deliveries, identify bottlenecks, and implement corrective actions to reduce delays and returns.• Drive continuous improvement initiatives focusing on reducing last mile costs, improving delivery speed, enhancing customer satisfaction, and minimizing failed deliveries or Return to Origin (RTO) metrics.• Develop and maintain dashboards and reports for upper management, highlighting operational performance, trends, and opportunities.• Collaborate closely with supply chain, warehouse, and customer service teams to align last mile activities with broader execution plans.• Manage escalation processes and lead root cause analysis on operational issues with a focus on sustainable corrective actions.• Implement best practices, process standardization, and automation opportunities within the last mile delivery lifecycle.• Train and mentor team members, fostering a high-performance, customer-centric culture.

Qualifications:
• Bachelors degree in Supply Chain Management, Logistics, Business Administration, or related field. MBA preferred.• 5+ years of experience in last mile logistics, delivery operations, or control tower management.• Strong understanding of last mile delivery challenges, 3PL coordination, and delivery technology platforms.• Proficient in data analytics and experience using control tower or logistics management software.• Excellent problem-solving, communication, and stakeholder management skills.• Ability to work in a fast-paced environment and manage multiple priorities simultaneously.• Strong leadership skills with proven experience managing teams.

Preferred candidate profile