LAST-MILE OPERATIONS MANAGER

🚨 WE'RE HIRING | LAST-MILE OPERATIONS MANAGER
24/7 Luxe Pharmacies | Mumbai
Experience: Minimum 5 years in last-mile delivery, fleet management, quick commerce, hyperlocal logistics or equivalent operations, including at least 2 years handling multi-location operations.
Location: Mumbai | Full-time | On-site and field-based
At 24/7 Luxe Pharmacies, we're building a hyperlocal healthcare delivery network designed around speed, reliability and accountability.
Our pharmacies are strategically embedded within high-density residential communities, with a target of delivering medications to customers within 40 minutes.
We're looking for an experienced Last-Mile Operations Manager who can take end-to-end ownership of our rider network and delivery execution across multiple locations.
This is not merely a supervisory role. We need someone who anticipates problems, builds contingencies and ensures that delivery operations continue functioning even when individual employees, riders or processes fail.
KEY RESPONSIBILITIES
1. Fleet Management & Rider Availability
- Independently monitor rider availability across every store, shift and delivery zone.
- Create and maintain rider rosters, attendance records, leave plans and backup deployment arrangements.
- Proactively identify staffing shortages before they affect service.
- Maintain a trained reserve network of riders for emergencies, absenteeism and unexpected demand.
- Manage rider recruitment, onboarding, training, retention and performance.
- Ensure disciplined, safe and professional rider conduct.
2. Real-Time Delivery Operations
- Take operational ownership of delivery capacity from order readiness through successful delivery.
- Continuously monitor outstanding deliveries, rider assignments and operational bottlenecks.
- Coordinate with pharmacy and concierge teams to ensure delayed orders are identified and resolved.
- Arrange alternative riders, inter-store transfers and backup fulfilment when required.
- Prioritise critical and time-sensitive medication deliveries.
- Ensure unresolved delivery exceptions are escalated to management promptly.
3. Distributor Pickups & Payment Coordination
- Coordinate medicine pickups, supplier collections and inter-store stock movement.
- Ensure riders aren't unnecessarily immobilised by unresolved supplier payments, documentation or operational disputes.
- Work with procurement, finance and stores to resolve collection-related obstacles.
- Establish backup collection and dispatch arrangements.
4. SOP Enforcement & Accountability
- Implement and enforce operational SOPs across all riders and delivery locations.
- Maintain timestamped records of deployment, assignment, dispatch, delivery and exceptions.
- Ensure rider handovers and shift transitions are documented.
- Investigate missed deliveries, excessive delays, service complaints and repeated operational deviations.
- Take appropriate corrective action and maintain disciplined reporting.
5. Technology & Process Improvement
- Work with our technology team to implement live delivery monitoring, automated alerts and escalation workflows.
- Identify recurring operational failures and implement measurable preventive controls.
- Maintain accurate operating dashboards and daily exception reports.
- Continuously improve delivery efficiency, staffing utilisation and cost per order.
PERFORMANCE EXPECTATIONS
The successful candidate will be measured on:
✅ Rider availability and shift coverage
✅ Delivery SLA achievement against our 40-minute target
✅ Dispatch and delivery turnaround times
✅ Missed, delayed and unassigned orders
✅ Speed of escalation and incident resolution
✅ Rider productivity, retention and cost efficiency
✅ SOP compliance and quality of operational reporting
CANDIDATE REQUIREMENTS
- Minimum 5 years of relevant experience in logistics, last-mile delivery or fleet operations.
- Demonstrated experience managing rider teams across multiple locations.
- Strong working knowledge of Mumbai's geography and hyperlocal delivery challenges.
- Proven ability to handle rider shortages, breakdowns, peak-hour demand and emergency deployments.
- Comfortable with operational dashboards, Excel/Google Sheets and delivery management software.
- Strong people-management, conflict-resolution and problem-solving skills.
- Must be based in Mumbai and willing to work hands-on across operational locations.
- High integrity, personal accountability and a demonstrable ownership mindset.
Experience with companies such as Blinkit, Zepto, Swiggy, Zomato, Porter, pharmacy delivery networks or established hyperlocal logistics operators will be advantageous.
WHAT WE OFFER
An opportunity to build and lead the delivery infrastructure of a growing, technology-enabled healthcare business.
You'll work closely with senior management, have direct operational responsibilities, and contribute to designing processes as we scale.
We're looking for a problem-solver, not a problem-reporter.
Someone who understands that an unavailable rider should trigger an immediate contingency, not become an explanation for a missed delivery.
📩 To apply: Send your CV to [Recruitment Email] with the subject Last-Mile Operations Manager – Mumbai.
Please include your years of experience, the largest rider fleet you've managed, the number of locations you've supervised and your current CTC.
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Work arrangement
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