Head of Opertions-Last Mile Logistics

Job Description: Head of Operations – Trun Network
Company: Prune Digital Consumer Solutions Private Limited
Business Division: Trun Network
Location: Delhi NCR, with national travel as required
Department: Operations
Reporting To: COO / Founder
Experience: 8–12 years in logistics, last-mile delivery, hyperlocal operations, or supply-chain operations
Employment Type: Full-time
1. About Trun Network
Trun Network is a technology-enabled logistics service provider integrated with ONDC, focused on hyperlocal last-mile delivery and building a scalable logistics network.
Trun connects demand from buyer network participants and merchants with an available delivery-partner network. Its operating model combines technology-led order allocation, a centralized control tower, rider supply management, and delivery execution.
Trun is building a scalable, asset-light operations model with Delhi NCR as its initial operating region, with plans to expand into additional cities and delivery categories.
2. Role Overview
We are looking for a hands-on, data-driven Head of Operations to lead and scale Trun's delivery operations, beginning with Delhi NCR and subsequently expanding nationally.
The candidate will be responsible for ensuring that orders are fulfilled reliably, sufficient delivery capacity is available, riders are productive, delivery costs remain competitive, and service-level commitments to ONDC network participants and enterprise partners are consistently achieved.
The role requires a strong field-operations leader who can build processes, manage distributed teams, establish accountability, and use technology and operational data to improve performance.
The ideal candidate should be comfortable managing a combination of in-house operations personnel, gig delivery partners, rider-sourcing agencies, and third-party logistics partners.
3. Key ResponsibilitiesA. Delivery Operations and SLA Management
Own end-to-end delivery operations across Delhi NCR, including order acceptance, rider allocation, pickup, delivery completion, cancellations, and failed-delivery resolution.
Ensure delivery performance meets agreed service-level agreements with ONDC buyer network participants and other business partners.
Identify operational bottlenecks and implement corrective actions to improve order fulfilment and on-time delivery.
Establish daily, weekly, and monthly operational targets for each cluster, area, and zone.
Drive improvements in order acceptance, rider allocation time, pickup time, delivery time, cancellation rates, and successful delivery percentage.
Develop operating processes for hyperlocal, same-day delivery (SDD), and next-day delivery (NDD) as the network expands.
B. Rider Supply and Capacity Management
Build and maintain adequate rider availability across Delhi NCR, aligned with order demand by geography, day, and time of day.
Manage rider acquisition through field recruiters, vendors, referral programmes, and other sourcing channels.
Establish processes for rider onboarding, KYC completion, training, activation, retention, and reactivation.
Monitor active riders, attendance, acceptance rates, utilization, orders per rider, and attrition.
Develop demand forecasting and capacity-planning mechanisms to ensure adequate supply during peak hours and high-demand periods.
Build an asset-light supply model using gig riders, manpower agencies, and fleet partners wherever operationally and commercially viable.
Ensure sufficient backup supply to address sudden shortages and demand spikes.
C. Central Control Tower and Dispatch Operations
Lead the centralized control tower responsible for real-time order monitoring, rider allocation, delivery tracking, and operational exceptions.
Work with the technology team to improve order allocation, rider-to-order matching, geofencing, hexagon-based demand mapping, search radius, and surge mechanisms.
Establish escalation protocols for unallocated orders, delayed pickups, delivery breaches, rider unavailability, cancellations, and system failures.
Use operational dashboards to identify underperforming zones and take timely corrective action.
Ensure that technology failures affecting order notifications, rider availability, location tracking, or dispatch are escalated and resolved quickly with the relevant teams.
Continuously improve allocation logic, dispatch efficiency, and supply-demand balancing.
D. City, Cluster, Area and Zone Management
Design and implement an operational hierarchy for Delhi NCR comprising clusters, areas, and micro-market zones.
Establish clear ownership and measurable performance targets at every operational level.
Recruit, train, and manage cluster managers, area managers, zone leads, and frontline field personnel as required.
Ensure field teams maintain rider availability, operational discipline, and delivery performance across assigned territories.
Review performance daily and conduct structured reviews of underperforming clusters, areas, and zones.
Develop a repeatable operating model that can be replicated when Trun enters new cities.
E. Cost Management and Productivity
Own delivery cost per order and improve operational contribution through better rider utilization and dispatch efficiency.
Develop and monitor rider payout structures, incentives, peak-hour bonuses, and vendor commercial arrangements.
Introduce target-linked incentives for eligible frontline roles, based on measurable outcomes such as successful deliveries, SLA adherence, rider activation, and zone performance.
Evaluate the economics of different supply models, including individual gig riders, rider-sourcing agencies, fleet vendors, and dedicated fleets.
Reduce avoidable costs arising from idle rider capacity, failed deliveries, excessive cancellations, unproductive sourcing, and inefficient allocation.
Build operating budgets and productivity benchmarks for each city and operational unit.
F. Partner and Stakeholder Operations
Manage day-to-day operational relationships with ONDC buyer network participants, merchants, fleet vendors, and other logistics partners.
Monitor partner-wise order volumes, fulfilment rates, cancellations, delivery SLAs, and operational escalations.
Work with business and technology teams to ensure operational readiness for new partner integrations and increased order volumes.
Conduct periodic performance reviews with partners and implement improvement plans where service levels are below expectations.
Coordinate with the relevant teams to resolve operational issues affecting order flow, serviceability, allocation, and delivery completion.
G. Process Development and National Expansion
Develop standard operating procedures for rider onboarding, dispatch, delivery execution, failed deliveries, escalations, and operational reporting.
Establish standard performance dashboards and review mechanisms across all operating cities.
Create a city-launch playbook covering supply acquisition, serviceability mapping, manpower planning, control tower readiness, and SLA validation.
Build a scalable operating structure that balances centralized control with local execution.
Develop processes for onboarding and managing third-party logistics partners for SDD and NDD without requiring Trun to build its own physical hub network.
Identify operational risks, analyse root causes, and implement measurable process improvements.
4. Candidate ProfileEssential qualifications and experience
Bachelor's degree in Business Administration, Operations, Logistics, Supply Chain Management, or a related discipline. An MBA is desirable but not mandatory.
8–12 years of relevant experience in last-mile logistics, hyperlocal delivery, courier operations, e-commerce fulfilment, or supply operations.
At least 3 years in a leadership role managing multi-location or high-volume field operations.
Demonstrated experience managing large rider or delivery-partner networks.
Experience in improving delivery SLAs, rider productivity, fulfilment rates, and unit economics.
Strong understanding of gig-worker models, field recruitment, rider incentives, and third-party fleet operations.
Experience using operational dashboards, performance metrics, and data-driven decision-making.
Preferred experience
Experience with ONDC, logistics service providers, buyer network participants, or technology-enabled delivery platforms.
Experience managing a centralized control tower or real-time dispatch operation.
Experience in Delhi NCR or other dense urban markets.
Exposure to same-day and next-day delivery operations.
Experience scaling operations across multiple cities using an asset-light model.

Work arrangement
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