Last Mile Operations Supervisor

Job Overview

This role leads the complete last-mile delivery function in Dubai, managing Team Leads and their courier/driver groups. It is a progression-level leadership position that covers daily delivery execution as well as the design of operating routines, accountability systems, and continuous improvement practices needed to consistently meet service levels, customer experience goals, and cost objectives.

Operations Leadership

• Direct the end-to-end last-mile delivery activity across all active service areas in Dubai.
• Guide, coach, and develop Last Mile Team Leads, with clear expectations for performance and regular feedback.
• Establish and sustain daily operational rhythms such as briefings, shift transitions, and performance reviews to keep the team aligned and accountable.
• Make sure all teams follow safety rules, company policies, and delivery standards.

Route Planning and Capacity

• Manage route optimization for all courier and driver teams to support timely, efficient delivery while reducing delays.
• Forecast capacity and assign resources based on order volumes, peak demand, and operational targets.

Performance and Data

• Own the last-mile KPI dashboard, including on-time delivery, SLA compliance, cost per delivery, failed delivery rate, and customer satisfaction.
• Review delivery metrics, spot trends and root causes, and lead structured improvement actions.
• Prepare weekly and monthly performance updates for leadership.

Issue Resolution and Escalation

• Serve as the senior escalation contact for complex or recurring delivery problems such as delays, damages, and customer complaints, ensuring they are resolved quickly.
• Partner with Customer Service to address delivery-related questions and concerns promptly.
• Identify recurring operational issues and drive cross-functional fixes that address root causes rather than only symptoms.

Coordination and Cross-functional Collaboration

• Work closely with drivers, couriers, warehouse teams, and Customer Service to keep deliveries moving smoothly.
• Act as the operations point of contact for last-mile carrier and courier partners.
• Support the rollout of new tools, initiatives, and process changes that affect last-mile delivery.

Documentation and Compliance

• Keep accurate records of delivery schedules, routes, incidents, and customer feedback.
• Ensure team members follow documentation standards and company policies.
• Maintain compliance with safety regulations and company rules throughout the delivery process.

Skills and Profile

• Background in last-mile logistics, transportation, or supply chain operations, ideally within e-commerce or another high-volume delivery setting.
• Experience supervising Team Leads or other supervisory staff, with a demonstrated ability to develop people and enforce accountability.
• Strong planning, organization, and multitasking abilities.
• Excellent verbal and written communication with strong interpersonal skills.
• Comfort using logistics systems, route-planning tools, and Microsoft Excel.
• Ability to perform effectively under pressure and adjust quickly to changing priorities.

Physical Requirements

• Ability to work in a fast-paced environment while managing several tasks at the same time.

Work Style

• Entrepreneurial mindset with an appetite for a high-growth, fast-moving, innovative environment.
• Strong focus on team culture and people management, with an understanding that good systems and internal processes drive business results.
• Positive team player who enjoys challenges, problem-solving, building new processes, and taking on any task when needed.
• Comfortable working in an analytical, data-led way.

About the Opportunity

Join a leading GCC e-commerce business serving baby, mother, and child products, and contribute to a dynamic team focused on taking the organization to the next level. The role calls for energy, ambition, resilience, and passion to support mothers and make daily life easier for them.