Lead and manage a last mile operations team, focused on achieving operational goals, cost optimization, and improving delivery quality and customer satisfaction.
This role will be leading and manging the last mile operations team to consistently achieve daily, weekly & monthly operational goals. Also, act as the key responsibility holder for last-mile and fleet unit economics, maintaining tight control over operational costs and contributing directly to P&L performance, cost optimisation, and pricing-related decisions.
Key Responsibilities
Effectively manage and communicate strategic objectives and operational initiatives, supported by clear KPIs, implementation plans, targets, and timelines.
Drive continuous improvement of internal operational processes, SOPs, and workflows to improve efficiency, reliability, and scalability.
Analyse demand and supply data to ensure adequate courier and fleet availability in line with delivery volume requirements.
Hire, train, coach, and monitor the performance and development of fleet and last-mile operations team members.
Use operational and performance data to identify opportunities to improve delivery quality, customer experience, and courier engagement, building a reliable and motivated last-mile workforce.
Key Result Area: Last Mile Strategy & Planning
Develop and execute last-mile strategies aligned with business goals; plan delivery network coverage and capacity
Outcome/Deliverable : Clear last-mile roadmap; scalable and efficient delivery network
Key Result Area: Operational Performance
Oversee daily delivery operations, dispatch, routing, and returns management
Outcome/Deliverable : Oversee daily delivery operations, dispatch, routing, and returns management
Key Result Area : Cost & Budget Control
Manage operational budgets; monitor cost per delivery; identify efficiency improvements
Outcome/Deliverable : Optimised cost per parcel and controlled operational spending
Key Result Area : Risk & Peak Management
Plan for peak periods, disruptions, and operational risks
Outcome/Deliverable : Business continuity and stable service during high-demand periods
Key Result Area : People Leadership
Oversee workforce planning, performance management & upskill of the team
Outcome/Deliverable : Skilled, productive, and engaged operations workforce
Key Result Area : Customer Experience
Manage delivery communications, issue resolution, and service recovery
Outcome/Deliverable : Improved customer satisfaction and reduced delivery complaints
Requirements
At least Bachelor’s degree in Logistics, Supply Chain Management, Transportation, Business, or related field.
MBA or professional certifications (CSCP, CLTD) will be an advantage
5–7 years of experience in logistics, last-mile delivery, or supply chain operations.
Minimum 4–5 years in a senior leadership role managing large-scale in-house last-mile operations.
Experience in e-commerce, courier, retail distribution, or on-demand logistics is preferred.
Strong leadership and team management capabilities.
Deep understanding of last-mile KPIs, routing, fleet management, and cost structures.
Highly analytical with strong problem-solving and decision-making skills.
Able to perform in fast-paced, high-volume operational environments.
Excellent communication and cross-functional collaboration skills
