Last Mile Manager

About Cityfurnish

Cityfurnish is a premier furniture and appliance rental service in India, providing flexible and cost-effective subscription-based solutions for urban dwellers, families, and students across various cities. Established in 2015, we aim to simplify home setup through our rental ecosystem. Our last-mile operations are vital to delivering timely, damage-free, and seamless delivery, installation, pickup, relocation, and replacement services.

Role Overview

We seek a motivated Last Mile Manager to take full ownership of our end-to-end last-mile processes—from warehouse dispatch to customer doorstep and back. Unlike traditional one-way logistics, our model requires managing two-way operations including deliveries, installations, returns, relocations, and repair-related transport. The position focuses on managing people, fleet, and service quality while scaling operations into new territories.

Key Responsibilities

• Plan, recruit, schedule, and oversee field teams comprising delivery executives, drivers, furniture installers, hub supervisors, and contract staff.
• Optimize workforce efficiency by managing daily tasks per executive, punctuality, utilization, attendance, and minimizing idle time.
• Design and implement incentive and performance structures, maintain compliance with attendance and safety protocols, and reduce frontline attrition through effective onboarding and engagement programs.
• Administer a diverse fleet mix of owned and vendor vehicles, including Tata Ace and 14-foot trucks, assigning fleet capacity daily per operational needs.
• Increase vehicle utilization by route optimization and clustering, minimizing empty runs, costs, and idle times.
• Identify and manage transport vendors, negotiating rates, enforcing SLAs, monitoring performance, and processing payments and reconciliations.
• Ensure vehicle maintenance compliance, driver adherence to regulations, and fuel cost-efficiency.
• Maintain delivery and pickup SLAs, ensuring on-time, damage-free services with professional customer interactions.
• Collaborate cross-functionally to address operational exceptions and escalations, boosting customer satisfaction (CSAT/NPS) within delivery and pickup touchpoints.
• Lead expansion of last-mile operations into new cities/zones by planning hubs, manpower, fleets, vendor onboarding, service areas, SOPs, cost models, and SLA standards.
• Create and deploy a standardized last-mile launch playbook for replication across locations.
• Manage unit economics for new operations, tracking cost per order/task, manpower, transportation, and ramp-up progress.
• Standardize SOPs and continuously improve processes, service quality, productivity, and cost-effectiveness using platforms such as Odoo, Zoho Desk, and routing tools.
• Build automation and real-time operational dashboards for better oversight.
• Oversee total last-mile operating expenditures including manpower, transportation, packaging, and vendor costs, aiming for monthly cost improvement targets.

Qualifications & Experience

• Minimum 5–8 years in last-mile logistics, supply chain, field or delivery operations, preferably in e-commerce, Q-commerce, D2C, furniture, large appliances, subscription rentals, or 3PL settings.
• Proven ability to manage large frontline teams and a mixed fleet of company and outsourced vehicles.
• Experience handling multi-city or large-scale last-mile operations and demonstrated success in improving delivery SLAs, first attempt delivery rates, order costs, productivity, and customer satisfaction.
• Exposure to launching or scaling operations in new geographic markets is advantageous.
• Any graduate degree required; MBA or PGDM in Operations, Supply Chain, Logistics or related discipline preferred.

Skills & Competencies

• In-depth knowledge of last-mile logistics and field operations management.
• Effective manpower planning and fleet deployment expertise.
• Experience in routing, capacity planning, and delivery optimization.
• Strong data-driven approach for operational decisions.
• Proven leadership in managing and motivating sizable frontline teams.
• Capability to collaborate with internal departments and external vendors.
• Hands-on orientation to address operational challenges on the ground.

Additional Information

• Role based in Mumbai with expected travel across multiple cities as needed.
• Full-time employment opportunity reporting to Head of Operations.

Eligibility

Applicants should have completed graduation in any discipline.