Last Mile Manager Role Overview Own end-to-end last-mile operations with a strong focus on delivery performance, courier governance, RTO reduction, and real-time control tower management. Key Responsibilities • SLA & DOT: Drive delivery SLA adherence and Delivery on Time (DOT) across the network. • Courier Governance: Manage courier partners and resolve operational issues including wrong/missing/damaged shipments, fake attempts, delivery failures, and customer complaints. • RTO Management: Drive RTO reduction, identify root causes, and ensure timely RTO reconciliation and closure. • Last Mile Control Tower: Run the control tower to provide real-time visibility on breaches, pendency, RTOs, exceptions, and critical shipments; drive timely interventions. • Performance Management: Track courier performance, identify gaps, and drive corrective actions with partners. • Process Improvement: Identify recurring operational gaps and implement initiatives to improve delivery quality, customer experience, and last-mile efficiency. Ideal Candidate • 3–8 years of experience in last-mile operations, preferably in e-commerce/D2C/logistics. • Strong experience in courier partner management and operational problem-solving. • Data-driven with strong analytical and execution skills. • Comfortable managing high-volume, fast-paced last-mile operations.