Senior Operations Manager

Snapdeal is looking for a Senior Manager to own First Mile and Last Mile operations and governance across our courier partner network. This role sits at the center of pickup performance, delivery performance, and courier accountability — translating operational data into decisions that directly move cost, TAT, and customer experience metrics. The ideal candidate combines strong ecommerce logistics fundamentals with hands-on data analysis capability (SQL and Databricks are a must) to drive daily governance and structural process improvement.
KEY RESPONSIBILITIES
• Own end-to-end First Mile (pickup, first-mile TAT, seller/warehouse handover) and Last Mile (delivery TAT, NDR, RTO) operations across all courier partners.
• Own RTO (Return to Origin) performance end-to-end — drive RTO % reduction through root-cause analysis, courierwise and pincode-wise interventions, and closer alignment between first mile, last mile, and NDR processes.
• Track and drive key forward/delivery metrics including FASR (First Attempt Success Rate), CPD (Courier Partner Dispatch) adherence, delivery TAT, and pickup compliance — with courier-wise and category-wise cuts.
• Drive daily/weekly governance cadence with courier partners — pickup compliance, FASR, CPD adherence, delivery success rate, TAT adherence, RTO, exceptions, and escalations.
• Build and maintain SQL/Databricks-based dashboards and reports to track first mile and last mile KPIs at pincode, courier, and category level.
• Identify root causes of service failures (missed pickups, delayed deliveries, NDR spikes) using data deep-dives and drive corrective action plans with courier partners.
• Partner with courier account managers on capacity planning, allocation logic, and network expansion for pickup and delivery coverage.
• Define and track SLAs/scorecards for courier partners; institute a structured governance and penalty framework for non-compliance.
• Work closely with Reverse Logistics, RTO, and NDR teams to ensure first/last mile inputs are factored into broader logistics cost and quality improvement initiatives.
• Support cost optimization efforts by analyzing first/last mile cost drivers and identifying efficiency opportunities.
• Prepare and present operational and governance reviews to senior leadership on a regular basis. • Drive process standardization and automation for recurring operational and reporting workflows.
REQUIRED SKILLS & EXPERIENCE
• 5–6 years of relevant experience in ecommerce logistics, courier/last-mile operations, or supply chain roles at an ecommerce marketplace, logistics company, or 3PL.
• Strong understanding of ecommerce operations and logistics processes — order lifecycle, first mile pickup flows, last mile delivery, NDR, RTO, and courier network structures.
• Very good data analysis skills — comfortable working with large operational datasets to identify trends, drivers, and outliers.
• Proficiency in SQL is mandatory; working knowledge of Databricks is mandatory.
• Strong Excel skills for MIS, dashboards, and reporting.
• Proven experience managing courier/logistics partners and driving governance through data and structured reviews.
• Strong communication and stakeholder management skills, with the ability to work cross-functionally with Finance, Tech, and Category teams.
• Bias for structured problem-solving and ownership in a fast-paced, metrics-driven environment.
EDUCATION
• B.Tech / B.E. is mandatory.
• MBA is preferred but not mandatory.
WHAT SUCCESS LOOKS LIKE
• Consistent improvement in first mile pickup compliance and last mile delivery success rate across courier partners.
• Sustained improvement (reduction) in RTO % across couriers, categories, and pincodes.
• Improvement in forward metrics — FASR and CPD adherence — tracked courier-wise and category-wise.
• A robust, data-backed governance rhythm with courier partners that reduces exceptions and escalations over time.
• Reliable, self-serve SQL/Databricks dashboards that reduce manual reporting effort across the SCM team.
• Measurable reduction in first/last mile related cost leakage and service failures.

Work arrangement
No