ECommerce Delivery Operations Lead

About the Role Craft & Glory is a fast-growing, direct-to-consumer heritage brand delivering premium, handcrafted leather footwear. As we continue to scale, we are committed to ensuring a delivery experience that reflects the same level of craftsmanship as our products.

We are seeking a highly driven and detail-oriented E-Commerce Shipping Executive to own the complete post-dispatch delivery lifecycle. This role is critical to maintaining our promise of timely, transparent, and exceptional customer service from the moment an order leaves our workshop to the moment it reaches the customer’s door.

Key ResponsibilitiesDelivery Lifecycle Ownership

Monitor and manage all outbound shipments from dispatch through final delivery

Oversee real-time exception handling including delays, missed scans, NDRs (Non-Delivery Reports), and RTOs (Return-to-Origin)

Maintain delivery performance dashboards that provide clear visibility across all milestones

On-Time Dispatch Coordination

Coordinate daily with Operations and Warehouse teams to ensure every order is dispatched within defined SLA timelines

Align manpower and pickup scheduling with courier partners to prevent dispatch bottlenecks

Track and escalate issues that may impact timely dispatch, including packaging readiness, manifesting, and pickup delays

Ensure dispatch readiness and compliance with delivery-partner documentation and labeling standards

Logistics Partner Management

Serve as the primary operational point of contact for courier and delivery partners

Lead daily escalations, ticket resolutions, and SLA alignment

Conduct regular site visits to partner hubs to assess delivery operations, rider performance, and compliance

Customer Experience Coordination

Act as the escalation point for delivery-related customer concerns and collaborate closely with Customer Support to resolve issues quickly

Ensure proactive updates to customers when delivery exceptions arise

Create SOPs and training to improve clarity and responsiveness across customer-facing teams

Reverse Logistics & Issue Resolution

Manage returns, exchanges, and reverse-pickup workflows to ensure a seamless customer experience

Analyze return patterns and delivery bottlenecks to proactively reduce service failures

Operational Excellence & Continuous Improvement

Identify process gaps and lead targeted improvement initiatives across the dispatch-to-delivery pipeline

Partner with Technology and Operations teams to enhance software tools, integrations, and tracking automation

Maintain documentation of logistics processes, escalation paths, and performance standards

Cost & Efficiency Optimization

Track delivery costs and partner performance to support commercial decision-making

Recommend routing strategies and partner allocation improvements to balance cost efficiencies and service levels

Reporting & Analytics

Own delivery KPIs including First-Attempt Delivery Success, Transit Time Adherence, NDR %, RTO %, and Delivery Satisfaction Scores

Present weekly performance insights and corrective action plans to CX and Operations leadership