Lead - Last Mile Operations - ECommerce

Key Responsibilities :

Last Mile Operations :

• Drive operational excellence across picking, packing, and delivery workflows
• Ensure defined SLAs are consistently met across all digital channels
• Optimize order flow, turnaround time, and fulfilment accuracy
• Identify process gaps and implement improvements for speed and efficiency
• Manage escalations related to fulfilment and delivery

Team Leadership & Coordination :

• Work closely with DMs - Digital Operations to plan, execute, and monitor daily operations
• Provide direction, prioritization, and support to ensure execution standards are met
• Align execution across locations through structured reviews and communication
• Build capability and operational discipline across the digital operations team

Cross-functional Coordination :

• Partner with Store Directors to ensure store-level readiness and execution discipline
• Work with the Growth team to align operational capacity with campaign plans and demand spikes
• Facilitate communication between central teams and stores to ensure smooth execution

Performance Monitoring & Improvement :

• Track and analyze fulfilment metrics (TAT, order accuracy, delivery success, etc.)
• Build reporting dashboards and review performance regularly
• Implement SOPs and training frameworks for store execution teams
• Drive continuous improvement initiatives and automation opportunities

Operational Governance :

• Establish standard processes and controls across stores
• Ensure compliance with service and quality standards
• Support scaling of digital operations as business grows