Executive - Last Mile

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

Work arrangement
No