Manager

JOB TITLE: Manager
Career Function:
Operations
Career Framework Level:
Job Family/Sub – Family:
Mercer Job Code:
To be Assigned
Career Stream/Career Level:
Role Code:
To be Assigned
Location:
Pickup & Delivery Unit (PUD) / Cluster of PUDs
RCS Grade:
Reporting To:
Regional PUD Manager
Travel Required:
25% ☐ 50% þ 75% ☐
Version History
Document Name
Version Number
Effective Date
Author
Approved by
Remarks
Job Description – [PUD Manager]
1.0
July 2026
Talent Acquisition
CHRO
Initial release
Job Title
PUD Manager
Function
Operations
Reports To
Regional PUD Manager
Location
Pickup & Delivery Unit (PUD) / Cluster of PUDs
Travel Required
25% ☐ 50% þ 75% ☐
About DHL Blue Dart Express India:
Blue Dart Express Limited, a listed company, is a leader in courier, integrated air express package distribution, and eCommerce in South Asia, offering a wide range of logistics solutions. Founded in 1983, it is recognised for reliable, time-bound, and secure delivery services across 55,000+ locations in India as well as internationally. Its competencies span across evaluation and contracting, planning and transition, delivery and execution, and specific service capabilities. We pride ourselves on innovation, digitalization, service excellence, and creating long-term partnerships with our clients, enabling businesses to thrive in the fast-paced logistics environment and ever-evolving supply-chains. It wholly-owns India’s only scheduled air cargo airline, Blue Dart Aviation Limited, since May 1994, and the Concorde Air Logistics Limited, a transport, storage, and communications business, since May 2004.
Blue Dart Express Limited is a part of the DHL Group's DHL eCommerce division, leveraging this global logistics leader’s network across 220 countries and territories to provide comprehensive express and logistics solutions to our clients. Our robust network and unmatched infrastructure have positioned the Blue Dart brand as a key India-grown logistics player with an unmatched and phenomenal global outreach rooted in the DHL brand of its majority shareholder.
We are proud to be consistently ranked among India’s Top 100 Great Places to Work, combining it with DHL Group’s Top Employer certification. Being an Employer of Choice is not just a goal; it’s a fundamental part of who we are, committed to creating a workplace where people are valued, empowered, and wear the sobriquet “Blue Darter” with honour.
If you are looking to join a purpose-led, people-first, company that shapes India’s supply-chains with integrity and safety, Blue Dart is where you belong. Blue Dart offers competitive compensation and comprehensive benefits, access to cross-functional, succession planning and global career paths, and strong culture of recognition.
Position Overview:
The PUD Manager is responsible for leading the end-to-end operations of one or more Pickup & Delivery Units (PUDs), ensuring safe, timely and cost-effective execution of first-mile pickup, last-mile delivery and customer service operations. The role is accountable for operational performance, fleet readiness, workforce productivity, customer satisfaction and service quality across the assigned locations.
Reporting to the Regional PUD Manager, the incumbent leads frontline operational teams, coordinates with cross-functional stakeholders and transport partners, and ensures seamless integration of pickup, delivery and hub operations. The role drives operational discipline, revenue assurance, people capability and continuous improvement while ensuring compliance with organisational standards and customer commitments.
Job Purpose:
To lead and manage the operations of assigned Pickup & Delivery Units by delivering operational excellence, customer service, workforce productivity, fleet optimisation and revenue assurance while ensuring safe, compliant and profitable first-mile and last-mile operations aligned with Blue Dart's service standards.
Key Roles & Responsibilities:
PUD Operations Leadership
Lead the overall operations of the assigned PUD(s), ensuring consistent achievement of operational, service and business objectives.
Drive operational planning and execution across pickup, delivery and customer service activities.
Ensure adherence to operational workflows, Standard Operating Procedures (SOPs) and service commitments.
Monitor daily operational performance and implement timely corrective actions to address service gaps.
Ensure operational readiness of manpower, fleet and infrastructure to support business requirements.
Pickup & Delivery Operations
Manage first-mile pickup and last-mile delivery operations to achieve committed service levels and customer expectations.
Monitor daily pickup schedules, delivery performance and route execution to maximise operational efficiency.
Ensure timely processing, dispatch and movement of shipments through seamless coordination with hubs and service centres.
Drive reduction in missed pickups, delivery exceptions, return-to-origin (RTO) cases and operational delays.
Monitor shipment visibility and ensure timely closure of operational exceptions.
Customer Service & Service Quality
Drive customer service excellence by ensuring adherence to pickup and delivery commitments.
Partner with Customer Service teams to ensure timely resolution of customer complaints and service issues.
Monitor customer feedback, operational performance and Net Promoter Score (NPS) trends to improve customer experience.
Ensure timely communication and resolution of operational issues impacting customers.
Support implementation of initiatives to improve customer satisfaction, service reliability and operational quality.
Fleet, Route & Resource Management
Ensure optimum deployment and utilisation of fleet resources to support daily pickup and delivery operations.
Coordinate with Fleet Operations teams and transport partners to ensure vehicle availability and route optimisation.
Monitor route productivity, vehicle utilisation and operational efficiency across assigned PUDs.

Work arrangement
No