Job Summary Pluckk is hiring a Last Mile Executive to own end-to-end delivery operations out of our Mumbai Distribution Center. The role is responsible for getting fresh fruits, vegetables, and ready-to-cook SKUs from the Mumbai DC to customer doorsteps across the city — on time, in full, and within cost. You will manage the rider fleet (in-house and 3PL), plan daily dispatch, optimise routes across Mumbai's pin-codes, and ensure cold-chain integrity until the final handoff. This is a hands-on, ground-up role. Key Responsibilities Daily DC dispatch operations • Own daily last-mile dispatch from the Mumbai DC — plan delivery slots, allocate orders, and ensure 100% pickup within cut-off times. • Drive core metrics: On-Time Delivery (OTD) %, first-attempt delivery rate, average delivery time, slot breach rate, and Cost Per Delivery (CPD). • Maintain cold-chain SOPs from DC dispatch to customer handoff to protect freshness and reduce shrinkage / returns. Fleet & 3PL management (Mumbai) • Manage the Mumbai rider ecosystem — in-house delivery executives, gig riders, and 3PL partners. • Forecast rider requirements basis order volume, slot density, and Mumbai pin-code spread; ensure fleet availability across peak slots (morning and evening). • Negotiate rate cards, SLAs, and commercials with 3PL partners servicing Mumbai; track performance and drive accountability. Route & cost optimisation across Mumbai • Use routing / dispatch tools (Locus, Shipsy, FarEye, or similar) to optimise batching and sequencing across South Mumbai, Western and Central suburbs, Navi Mumbai, and Thane (as per serviceable pin-codes). • Plan beat / cluster design factoring Mumbai-specific realities — traffic, monsoon disruptions, society access timings, and high-rise delivery norms. • Reduce cost leakages — idle time, failed deliveries, re-attempts, RTOs — and improve orders/rider/hour. Team & rider management • Hire, train, and retain DC-level dispatchers, last-mile supervisors, and delivery executives. • Run rider engagement and incentive programs; drive training on customer handling, hygiene, and fresh-produce handling. • Manage shift-wise manpower planning and attrition. Customer experience & escalations • Partner with the CX team to resolve Mumbai-specific delivery escalations — delays, missing items, damaged produce, rider behaviour. • Run RCAs on NPS detractors and close the loop with DC and fleet teams. Reporting & cross-functional • Publish daily, weekly, and monthly last-mile dashboards for the Mumbai DC to leadership. • Collaborate closely with the Mumbai DC warehouse team, Category, Tech, and CX to improve the order-to-doorstep journey. Skills & Qualifications Experience • 3 – 5 years in last-mile / on-demand delivery operations, with significant exposure to Mumbai operations. • Prior experience at quick commerce, hyperlocal, food delivery, grocery, or D2C companies (Zepto, Blinkit, Swiggy Instamart, BigBasket, Licious, Country Delight, FreshToHome, Dunzo, or similar). • Hands-on experience managing rider fleets of 100+ and at least one large fulfillment center / DC. • Exposure to fresh / perishable categories and cold-chain handling is a strong plus. Skills • Strong knowledge of Mumbai geography, pin-codes, traffic patterns, and society access norms. • Analytical and problem-solving ability; comfort with Excel / Google Sheets; • Working knowledge of dispatch and routing platforms. • Vendor management and commercial negotiation experience with 3PL partners operating in Mumbai. • Ground-up operator mindset — comfortable spending time at the DC, on rider routes, and during peak dispatch hours including weekends. • Strong people management and communication skills. • Fluency in English, Hindi, and Marathi (Marathi strongly preferred for rider and society interactions). Reports to: Lead - D2C Mumbai