Senior Manager - Last Mile Operations | FINJO N1144

Role Overview

The Senior Manager Last Mile Operations will oversee the end-to-end post-sales and delivery experience, ensuring shipments reach customers accurately, efficiently, and cost-effectively. This role requires a sharp operational mind with the ability to streamline delivery networks, manage partner relationships, and drive process excellence in last-mile execution.

Key Responsibilities

Lead and manage last-mile delivery operations across regions to ensure on-time and accurate deliveries.

Develop, monitor, and improve SLA adherence, cost efficiency, and customer satisfaction metrics.

Build and maintain strong relationships with delivery partners, courier networks, and logistics vendors.

Identify operational bottlenecks and implement process improvements for faster turnaround and reduced escalations.

Collaborate with cross-functional teams (Customer Service, Tech, Finance, and Sales) to enhance post-shipment workflows.

Oversee claims, returns, and escalations related to last-mile delivery and ensure quick resolution.

Analyze operational data to derive actionable insights and prepare periodic MIS reports for management.

Drive automation and tech adoption in last-mile processes to improve visibility and efficiency.

Mentor and guide regional operations teams for performance excellence and adherence to SOPs.

Key Skills & Competencies

Strong understanding of last-mile logistics, delivery operations, and network optimization.

Data-driven decision-making and Excel / MIS proficiency.

Excellent leadership, negotiation, and vendor management skills.

Ability to work in a fast-paced, dynamic environment with multiple priorities.

Problem-solving mindset with a focus on continuous improvement.

Qualifications & Experience

Graduate / Postgraduate in Operations, Supply Chain, or Business Management.

5 - 10 years of experience in logistics, courier, e-commerce, or supply chain operations (with a focus on last mile).

Prior experience managing large teams and multi-location operations will be preferred.