Executive - Last Mile

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Pluckk is hiring a Last Mile Executive to own end-to-end delivery operations out of our Mumbai Distribution Center. The role is responsible for getting fresh fruits, vegetables, and ready-to-cook SKUs from the Mumbai DC to customer doorsteps across the city — on time, in full, and within cost. You will manage the rider fleet (in-house and 3PL), plan daily dispatch, optimise routes across Mumbai's pin-codes, and ensure cold-chain integrity until the final handoff. This is a hands-on, ground-up role.

Key Responsibilities

Daily DC dispatch operations

• Own daily last-mile dispatch from the Mumbai DC — plan delivery slots, allocate orders, and ensure 100% pickup within cut-off times.
• Drive core metrics: On-Time Delivery (OTD) %, first-attempt delivery rate, average delivery time, slot breach rate, and Cost Per Delivery (CPD).
• Maintain cold-chain SOPs from DC dispatch to customer handoff to protect freshness and reduce shrinkage / returns.

Fleet & 3PL management (Mumbai)

• Manage the Mumbai rider ecosystem — in-house delivery executives, gig riders, and 3PL partners.
• Forecast rider requirements basis order volume, slot density, and Mumbai pin-code spread; ensure fleet availability across peak slots (morning and evening).
• Negotiate rate cards, SLAs, and commercials with 3PL partners servicing Mumbai; track performance and drive accountability.

Route & cost optimisation across Mumbai

• Use routing / dispatch tools (Locus, Shipsy, FarEye, or similar) to optimise batching and sequencing across South Mumbai, Western and Central suburbs, Navi Mumbai, and Thane (as per serviceable pin-codes).
• Plan beat / cluster design factoring Mumbai-specific realities — traffic, monsoon disruptions, society access timings, and high-rise delivery norms.
• Reduce cost leakages — idle time, failed deliveries, re-attempts, RTOs — and improve orders/rider/hour.

Team & rider management

• Hire, train, and retain DC-level dispatchers, last-mile supervisors, and delivery executives.
• Run rider engagement and incentive programs; drive training on customer handling, hygiene, and fresh-produce handling.
• Manage shift-wise manpower planning and attrition.

Customer experience & escalations

• Partner with the CX team to resolve Mumbai-specific delivery escalations — delays, missing items, damaged produce, rider behaviour.
• Run RCAs on NPS detractors and close the loop with DC and fleet teams.

Reporting & cross-functional

• Publish daily, weekly, and monthly last-mile dashboards for the Mumbai DC to leadership.
• Collaborate closely with the Mumbai DC warehouse team, Category, Tech, and CX to improve the order-to-doorstep journey.

Skills & Qualifications

Experience

• 3 – 5 years in last-mile / on-demand delivery operations, with significant exposure to Mumbai operations.
• Prior experience at quick commerce, hyperlocal, food delivery, grocery, or D2C companies (Zepto, Blinkit, Swiggy Instamart, BigBasket, Licious, Country Delight, FreshToHome, Dunzo, or similar).
• Hands-on experience managing rider fleets of 100+ and at least one large fulfillment center / DC.
• Exposure to fresh / perishable categories and cold-chain handling is a strong plus.

Skills

• Strong knowledge of Mumbai geography, pin-codes, traffic patterns, and society access norms.
• Analytical and problem-solving ability; comfort with Excel / Google Sheets;
• Working knowledge of dispatch and routing platforms.
• Vendor management and commercial negotiation experience with 3PL partners operating in Mumbai.
• Ground-up operator mindset — comfortable spending time at the DC, on rider routes, and during peak dispatch hours including weekends.
• Strong people management and communication skills.
• Fluency in English, Hindi, and Marathi (Marathi strongly preferred for rider and society interactions).

Reports to: Lead - D2C Mumbai