Manager Last Mile Operations | Quick Commerce

Manager – Last Mile Operations | Quick Commerce

Location: Bangalore

Experience: 4–8 Years

Function: Operations / Last Mile / Quick Commerce

Employment Type: Full-Time

Role Overview

We are looking for a Manager – Last Mile Operations to manage end-to-end last-mile delivery operations across multiple GIVA stores. The role will be responsible for driving delivery performance, rider productivity, fleet availability, cost efficiency, and overall customer experience.

The ideal candidate should have strong experience in hyperlocal delivery, fleet/rider management, and quick-commerce operations, with a data-driven approach to improving operational performance.

Key Responsibilities

1. Rider & Fleet Operations

• Manage the complete lifecycle of delivery riders and courier partners across assigned stores/cities.
• Monitor rider attendance, login hours, utilization, productivity, and retention.
• Review courier partner performance and drive corrective actions to close operational gaps.
• Develop initiatives to improve rider retention and reduce attrition.

2. Delivery Performance & SLA Management

• Own key last-mile KPIs including on-time delivery, SLA adherence, order acceptance, allocation TAT, store-to-customer TAT, rider utilization, orders per rider/hour, cancellations, and failed deliveries.
• Identify delivery bottlenecks and implement corrective actions.
• Continuously improve delivery speed, reliability, and customer experience.

3. Demand & Capacity Planning

• Forecast order volumes by store, zone, and time slot.
• Plan rider capacity based on demand, delivery distance, and expected TAT.
• Build capacity plans for peak periods, weekends, festivals, and promotional events.
• Balance rider supply across stores and zones based on real-time demand.

4. Cost & Productivity Management

• Own last-mile delivery costs and drive improvement in cost per order.
• Optimize rider incentives, surge payouts, and guaranteed earnings.
• Monitor delivery distance, rider utilization, and idle time.
• Identify opportunities to improve cost efficiency without impacting SLA or customer experience.

5. Zone & Route Optimization

• Analyze delivery radius, order density, and zone-level performance.
• Create and optimize delivery zones based on demand and rider availability.
• Improve rider allocation, batching, and route efficiency.
• Work with Product/Technology teams to improve dispatch and allocation systems.

6. Real-Time Operations & Stakeholder Management

• Monitor live order and rider performance dashboards.
• Handle escalations related to delayed orders, rider shortages, and store-level bottlenecks.
• Coordinate with Store Operations, Customer Support, Central Operations, and Technology teams.
• Take quick corrective actions during peak demand and operational disruptions.

Ideal Candidate Profile

• 4–8 years of experience in last-mile delivery, logistics, fleet management, hyperlocal delivery, or quick-commerce operations.
• Experience with companies such as Zepto, Blinkit, Swiggy Instamart, Zomato, Shadowfax, Porter, Delhivery, or e-commerce logistics is preferred.
• Strong understanding of rider/fleet management and hyperlocal delivery operations.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent knowledge of MS Excel / Google Sheets and operational dashboards.
• Experience in managing delivery KPIs, capacity planning, and cost optimization.
• Ability to work in a fast-paced, high-volume operational environment.