Home Delivery Operations Manager

Experience: 8+ Years

Location: Mumbai

Department: Operations / Sales

Reports To: Head of Operations / Business Head

Job Type: Full-time

Position Overview

We are looking for a Home Delivery Operations Manager to lead and scale our Mumbai home-delivery operations with end-to-end responsibility for early-morning delivery, operational excellence, team management, events, and sales growth.

The role will be responsible for ensuring that the 4:00 AM onwards delivery operation runs smoothly every day, while simultaneously driving customer acquisition, sales, and revenue growth across Mumbai.

The key objective of this role is to build a highly efficient and scalable home-delivery network and take the Mumbai business to the target of 5 Crore in revenue.

Key Responsibilities

1. Home Delivery Operations

• Own end-to-end home delivery operations across Mumbai, starting from the early-morning 4:00 AM delivery cycle.
• Ensure timely, accurate, and efficient delivery to customers every day.
• Manage delivery routes, manpower, riders, vehicles, dispatches, and daily delivery schedules.
• Monitor delivery performance and ensure adherence to defined SLA and service standards.
• Identify operational bottlenecks and implement solutions to improve delivery efficiency.
• Minimize missed deliveries, delays, wrong deliveries, customer complaints, and operational leakages.
• Build robust SOPs for daily delivery operations and ensure strict execution.

2. Team & Manpower Management

• Lead and manage delivery executives, supervisors, coordinators, and other field teams.
• Plan daily manpower requirements based on order volumes and delivery routes.
• Ensure adequate manpower availability for the 4:00 AM morning operation.
• Train teams on customer interaction, delivery discipline, product handling, and service standards.
• Monitor team productivity and implement performance-based processes.

3. Sales & Revenue Growth

• Take ownership of Mumbai sales growth along with delivery operations.
• Drive the Mumbai business towards the 5 Crore revenue target.
• Identify opportunities to increase customer acquisition, order frequency, average order value, and repeat purchases.
• Work closely with the Marketing and Sales teams to convert delivery operations into a strong customer acquisition and retention channel.
• Develop local initiatives to increase penetration in key Mumbai areas.
• Track sales performance by area, customer segment, product, and delivery route.
• Identify underperforming areas and create action plans for growth.

4. Event Management & Activation

• Plan and execute local events, society activations, sampling drives, exhibitions, and customer engagement activities.
• Identify events and local opportunities that can contribute to customer acquisition and sales.
• Coordinate end-to-end event execution including manpower, logistics, sampling, branding, sales counters, and post-event follow-up.
• Measure event performance based on leads, conversions, new customers, revenue, and ROI.
• Build strong relationships with housing societies, corporates, communities, and local institutions.

5. Customer Experience

• Ensure a consistently high-quality customer experience during delivery.
• Monitor delivery-related customer complaints and ensure quick resolution.
• Work with Customer Care to identify recurring customer issues and implement corrective actions.
• Improve customer satisfaction, retention, and repeat ordering through superior delivery service.
• Ensure delivery teams represent the brand professionally at every customer touchpoint.

6. Operations & Business Analytics

• Track daily and monthly KPIs including:
• On-time delivery %
• Delivery success %
• Orders delivered
• Orders per rider
• Delivery cost/order
• Customer complaints
• New customers
• Repeat customers
• Average Order Value
• Revenue
• Area-wise sales
• Event-wise sales
• Prepare daily/weekly/monthly performance reports for management.
• Use data to optimize routes, manpower, delivery costs, and sales performance.
• Identify opportunities to improve operational efficiency while maintaining customer experience.

7. Cross-Functional Coordination

• Work closely with Sales, Marketing, Customer Care, Supply Chain, Production, and Finance teams.
• Ensure alignment between production availability, order volumes, dispatches, and delivery requirements.
• Coordinate with Marketing for local customer acquisition campaigns and events.
• Ensure operational readiness for promotions, festivals, new launches, and high-demand periods.

Key Requirements

• 6+ years of experience in Home Delivery, Last-Mile Operations, Field Operations, FMCG, D2C, E-commerce, Retail, or similar businesses.
• Strong experience in managing large field/delivery teams.
• Experience handling early-morning delivery operations will be preferred.
• Strong understanding of Mumbai geography and local market dynamics.
• Proven ability to manage both operations and sales targets.
• Strong people-management and problem-solving skills.
• Ability to work in a fast-paced, high-growth environment.
• Strong analytical and execution skills.
• Experience in managing events, activations, or local market initiatives will be an advantage.

Key Success Metrics

5 Crore Mumbai Revenue | On-Time Delivery | Delivery Cost Efficiency | Customer Acquisition | Repeat Orders | AOV | Team Productivity | Customer Satisfaction | Event ROI