Associate Director - Last Mile

Role Overview

We are looking for an experienced and entrepreneurial Associate Director – Dispatch to lead and scale our In-House Delivery and Last Mile Operations across South India. The role will be responsible for end-to-end dispatch execution, fleet operations, manpower management, customer experience, cost optimization, and network expansion. The ideal candidate will work closely with Operations, Technology, Product, Customer Experience, and Supply Chain teams to build a world-class last-mile delivery network.

Key Responsibilities

• Lead end-to-end in-house delivery and dispatch operations across the South region.
• Own city-wise dispatch performance, delivery experience, and operational KPIs.
• Drive route planning, vehicle utilization, trip productivity, and fleet optimization.
• Build scalable processes for first-mile, last-mile, installation, and reverse logistics operations.
• Partner with Tech and Product teams to develop algorithm-based route planning, vehicle allocation, technician scheduling, and real-time tracking capabilities.
• Drive manpower planning, workforce productivity, and capacity utilization across cities.
• Monitor and improve OTIF, first-attempt success rate, rescheduling percentage, and customer satisfaction metrics.
• Own dispatch cost optimization initiatives including CPP, route productivity, and resource utilization.
• Lead regional dispatch teams, city managers, fleet supervisors, and delivery partners.
• Develop dashboards and governance mechanisms for performance tracking and decision-making.
• Drive continuous improvement projects to improve service levels and operational efficiency.
• Ensure adherence to safety standards, compliance requirements, and company SOPs.
• Support network expansion and launch of new cities and delivery hubs.
• Collaborate closely with Inventory, Warehouse, Procurement, CX, and Planning teams for seamless execution.

Key Performance Indicators (KPIs)

• OTIF (On Time In Full)
• First Attempt Success Rate
• Reschedule Percentage
• Cost Per Product (CPP)
• Orders Per Trip
• Fleet Utilization
• Dispatch TAT
• Customer Satisfaction Score
• Delivery Productivity
• Regional Cost Optimization

Skills & Competencies

• Strong leadership and people management skills
• Deep understanding of last-mile and in-house delivery operations
• Fleet management and route optimization expertise
• Strong analytical and data-driven decision-making capability
• Experience working with technology-led logistics platforms
• Excellent stakeholder management and cross-functional collaboration skills
• Strong process excellence and continuous improvement mindset
• Ability to scale operations in a high-growth D2C environment

Qualifications & Experience

MBA / Graduate in Supply Chain, Operations, Logistics, or related field.

10–15 years of experience in Last Mile, Fleet Management, Logistics, Dispatch, or Supply Chain Operations.

Proven experience leading large-scale delivery networks and regional operations.

Experience in D2C, E-commerce, Furniture, Consumer Durables, Retail, or Logistics organizations preferred.

Experience working with technology-enabled delivery operations is highly desirable.