Senior Operations Manager - Last Mile Delivery

Senior Operations Manager - Last Mile Delivery

Our client, based in Dubai, United Arab Emirates, is on the lookout for a Senior Operations Manager specializing in Last Mile Delivery. The e-Commerce Supply Chain/Last Mile Delivery team handles order fulfillment, logistics, and customer experience, and the City Operations Manager takes charge of these responsibilities following internal company norms.

As the Head of Last Mile Delivery, your role involves leading downstream delivery operations nationwide. Your performance will be assessed based on key parameters such as customer satisfaction, turnaround time, business intelligence reporting, and last mile logistics costs.

Core Responsibilities:

1) Customer Delivery & Experience:

- Ensure compliance with SLA’s/TAT’s for delivery/pickups as communicated to the customer.
- Work towards continuous improvement to meet service delivery times in GCC countries.
- Collaborate with the customer experience team for a seamless customer journey.

2) Manpower Management:

- Lead a large fleet of delivery executives through supervisors and team leaders (TLs), ensuring an efficient work environment.
- Manage onboarding and training for TLs and Delivery Executives, ensuring compliance with guidelines.
- Execute plans to ensure fleet availability or build infrastructure to meet supply demands.
- Promptly respond to queries/concerns raised by TLs and Delivery Executives, clearing doubts/apprehensions.
- Monitor performance metrics of reporting teams and take necessary actions for improvement.

3) Process and Compliance:

- Help build and implement SOPs, managing day-to-day operations.
- Ensure compliance in hub operations and logistics across all areas.
- Strategize and execute central initiatives, contributing ideas for effective operations scaling.
- Explore opportunities to reduce the overall Cost Per Delivery.
- Manage or contribute to special projects like launching new cities or building new supply chains.
- Supervise activities related to vendors during new pin code expansion.
- Adhere to and enforce operational procedures and policies, ensuring timely audits.

Requirements:

- Graduate with 5-8 years’ work experience OR Post Graduate with 4-7 years' work experience.
- Prior experience in process design and operations implementation, preferably in Logistics/Supply Chain Management.
- Leadership experience, with a bonus for managing blue-collar employees.
- Strong time management skills, prioritizing daily, weekly, and long-term requirements and goals.
- Data analytics skills, comfortable with MS Excel, and able to use data effectively for operations strategy.
- Structured problem-solving, detail-oriented, and customer-first attitude.
- Entrepreneurial mindset.
- Attention to detail and critical thinking to resolve problems.

Apply now and join our client in this English-language role where your expertise in Last Mile Delivery meets a friendly and straightforward work environment!