Executive - Last Mile

Role Summary

The Executive – Last Mile will support end-to-end last-mile delivery operations, ensuring timely dispatch, efficient delivery coordination and adherence to operational SLAs. The role involves coordination with warehouse teams, delivery executives, fleet vendors, riders and 3PL partners, along with real-time monitoring and resolution of operational issues.

This is a field-intensive role requiring extensive travel across distribution centres, delivery zones, rider hubs and partner locations, including intercity travel.

Key Responsibilities

• Manage daily dispatch and last-mile delivery operations, ensuring timely order allocation and dispatch.
• Coordinate with warehouse teams and delivery partners to ensure smooth order handover and delivery execution.
• Monitor real-time delivery performance, customer delivery slots, SLAs and delayed/failed/re-attempt orders.
• Coordinate vehicle, fleet, rider and manpower availability based on daily operational requirements.
• Monitor vehicle utilisation, attendance, productivity and deployment.
• Resolve operational issues related to vehicle availability, breakdowns, routes, delays and delivery escalations.
• Coordinate with Customer Support/Customer Experience teams to resolve delivery-related issues.
• Support route planning and rider/vehicle allocation to improve delivery efficiency and productivity.
• Monitor key metrics such as On-Time Delivery (OTD), delivery success rate, first-attempt delivery, turnaround time and rider/vehicle productivity.
• Ensure adherence to operational SOPs, safety, hygiene, freshness, packaging and product-handling standards.
• Support cold-chain compliance wherever applicable.
• Conduct regular field visits across DCs, warehouses, delivery zones, rider hubs and partner locations.
• Maintain daily operational records, trackers, MIS and reports related to dispatch, delivery, fleet, riders and productivity.
• Identify operational gaps and support corrective actions and process improvement initiatives.

Key Requirements

Functional Skills

• 3–5 years of experience in last-mile delivery, logistics, FMCG, D2C, e-commerce, grocery, hyperlocal or warehouse operations.
• Hands-on experience in fleet/vehicle coordination, dispatch or field operations.
• Experience working with delivery executives, riders, fleet vendors or 3PL partners.
• Basic understanding of last-mile delivery, route planning, delivery SLAs and operational metrics.
• Familiarity with delivery management/fleet tracking systems and operational reporting tools.
• Good working knowledge of MS Excel/Google Sheets.
• Understanding of FMCG/fresh produce handling, hygiene, freshness and cold-chain processes will be an advantage.

Behavioural Skills

• Strong communication, coordination and interpersonal skills.
• High ownership and execution-oriented approach.
• Strong problem-solving and decision-making ability.
• Ability to work in a fast-paced, high-volume operational environment.
• Ability to manage multiple priorities simultaneously.
• Flexibility and adaptability to changing operational requirements.
• Willingness to work in shifts and peak operational hours as required.
• Willingness to travel extensively, including intercity travel, is mandatory.