Last Mile Operations Manager

Job Description

• Analyze, review, recommend and build strategic and tactical changes to drive profitability by increasing customer base, improve conversion rate, improve order size and manage margin performance.
• Partner with the internal teams to ensure proper assortment and inventory at fulfillment nodes to improve assortment, improve delivery speed, and reduce cost.
• Find opportunities in all fulfillment areas or post purchase experience to drive continuous improvement.
• Manage the ecommerce operations in compliance with policies established.
• Advise and provide solutions for logistics, operations, and other system process hurdles.
• Anticipate workload in the area of fulfillment operations and accordingly advise on appropriate team structures for optimum efficiency and utilization.
• Implement/enhance an operating model for the e-Commerce Last mile deliveries using 3P service providers.
• Develop detailed processes, quality control measures, and KPI’s for a seamless and effective last mile operation.
• Understand, evaluate and problem solve for logistics and upstream processes.
• Standardize processes across the country and regularly audit to ensure there are no process deviations.
• Share best practices from the region and implement to enhance productivity and quality.
• Review daily reporting for all internal/external customers to assess performance and order management.
• Find the most appropriate solution to deliver goods to end customers to offer the best unified customer experience for the country at the lowest cost.
• Ensure the delivery service contracts with providers/suppliers are up to date and its accurate application internally/externally.
• Ensure that KPI’s provided by the delivery companies/suppliers meet the defined targets otherwise corrective actions are taken to achieve the targets.
• Ensure that the logistics services providers & suppliers upload accurate information & documents in the Transport Delivery System.
• Ensure measures are taken for all fulfillment orders online and that are in accordance with the agreed timeline and specified delivery schedule defined by the last mile department. In addition, ensures that all goods are delivered to the customers accurately and in the best possible packing and quality.
• Ensure that goods are delivered on time based on the expected dates with the right quantities to provide best customer experience.
• Oversee and monitor the performance of third-party providers and logistics based on agreed KPIs and rely information to merchandise/store and follow the corrective action with suppliers.