Job Title: Last Mile Operations Lead

Location: Lucknow (Initial 3–4 months), followed by Bangalore (Travel Required)

Experience: 5–8 Years

Industry: Quick Commerce / E-commerce / Hyperlocal Logistics / Last Mile Operations

About the Role

We are looking for a highly driven Last Mile Operations Lead to own and scale last-mile operations across multiple cities. This is a high-impact role requiring strong operational execution, stakeholder management, and the ability to launch and stabilize new markets. The role involves working closely with city operations, supply, product, and central teams to drive operational excellence while ensuring superior customer and rider experience.

The ideal candidate should have hands-on experience managing large-scale last-mile logistics, rider operations, and field execution within a fast-paced quick commerce or e-commerce environment.

Key Responsibilities

• Lead end-to-end last-mile operations across assigned cities, ensuring high service levels and operational efficiency.
• Drive rider supply planning, onboarding, engagement, retention, and productivity.
• Launch and stabilize new cities and fulfillment locations by coordinating with cross-functional stakeholders.
• Own key operational metrics including Cost per Order (CPO), rider utilization, order fulfillment, delivery SLA, order loss, and customer experience.
• Identify operational bottlenecks through data analysis and implement scalable process improvements.
• Collaborate with Product, Supply, Finance, and Central Operations teams to improve operational workflows and optimize costs.
• Manage field teams, vendor partners, and city leadership to ensure smooth day-to-day operations.
• Plan and execute peak demand events while maintaining cost and service quality targets.
• Drive continuous improvement initiatives through SOP creation, process standardization, and operational reviews.

Must-Have Requirements

• 5–8 years of experience in Quick Commerce, E-commerce, Food Delivery, Hyperlocal Logistics, or Last Mile Operations.
• Strong experience managing rider fleet operations, city logistics, or dark store operations.
• Demonstrated ownership of operational metrics such as CPO, SLA, rider retention, utilization, order loss, and customer experience.
• Experience working with cross-functional teams including Product, Supply, Finance, and Operations.
• Strong analytical skills with proficiency in Excel/Google Sheets; SQL is a plus.
• Proven experience in launching new cities, scaling operations, or driving process improvements.
• Excellent stakeholder management and team leadership skills.
• Willingness to relocate and travel extensively based on business requirements.

Preferred Background

• Experience with companies in Quick Commerce, Food Delivery, E-commerce, or Hyperlocal Logistics.
• Exposure to multi-city or regional operations.
• Strong understanding of last-mile logistics, rider lifecycle management, and operational planning.

What We're Looking For

• Strong ownership mindset with excellent execution capabilities.
• Data-driven decision-making and structured problem-solving skills.
• Ability to thrive in a fast-paced, ambiguous, and high-growth environment.
• Strong communication skills with the ability to collaborate across field and central teams.
• Hands-on leader who is comfortable working closely with on-ground operations and driving measurable business outcomes.