Head, Last Mile
Job Description
This role will be leading and manging the last mile operations team to consistently achieve daily, weekly & monthly operational goals. Also, act as the key responsibility holder for last-mile and fleet unit economics, maintaining tight control over operational costs and contributing directly to P&L; performance, cost optimisation, and pricing-related decisions.
Key Responsibilities
• Effectively manage and communicate strategic objectives and operational initiatives, supported by clear KPIs, implementation plans, targets, and timelines.
• Drive continuous improvement of internal operational processes, SOPs, and workflows to improve efficiency, reliability, and scalability.
• Analyse demand and supply data to ensure adequate courier and fleet availability in line with delivery volume requirements.
• Hire, train, coach, and monitor the performance and development of fleet and last-mile operations team members.
• Use operational and performance data to identify opportunities to improve delivery quality, customer experience, and courier engagement, building a reliable and motivated last-mile workforce.
Key Result Area: Last Mile Strategy & Planning
• Develop and execute last-mile strategies aligned with business goals; plan delivery network coverage and capacity
• Outcome/Deliverable : Clear last-mile roadmap; scalable and efficient delivery network
Key Result Area: Operational Performance
• Oversee daily delivery operations, dispatch, routing, and returns management
• Outcome/Deliverable : Oversee daily delivery operations, dispatch, routing, and returns management
Key Result Area : Cost & Budget Control
• Manage operational budgets; monitor cost per delivery; identify efficiency improvements
• Outcome/Deliverable : Optimised cost per parcel and controlled operational spending
Key Result Area : Risk & Peak Management
• Plan for peak periods, disruptions, and operational risks
• Outcome/Deliverable : Business continuity and stable service during high-demand periods
Key Result Area : People Leadership
• Oversee workforce planning, performance management & upskill of the team
• Outcome/Deliverable : Skilled, productive, and engaged operations workforce
Key Result Area : Customer Experience
• Manage delivery communications, issue resolution, and service recovery
• Outcome/Deliverable : Improved customer satisfaction and reduced delivery complaints
Requirements
• At least Bachelor’s degree in Logistics, Supply Chain Management, Transportation, Business, or related field.
• MBA or professional certifications (CSCP, CLTD) will be an advantage
• 5–7 years of experience in logistics, last-mile delivery, or supply chain operations.
• Minimum 4–5 years in a senior leadership role managing large-scale in-house last-mile operations.
• Experience in e-commerce, courier, retail distribution, or on-demand logistics is preferred.
• Strong leadership and team management capabilities.
• Deep understanding of last-mile KPIs, routing, fleet management, and cost structures.
• Highly analytical with strong problem-solving and decision-making skills.
• Able to perform in fast-paced, high-volume operational environments.
• Excellent communication and cross-functional collaboration skills
Requirements
Department: Operations
Team: Last Mile