Program Manager - Last Mile

We are looking for a Program Manager - Last Mile to build and improve the systems that ensure medicines and healthcare products are delivered to customers quickly, reliably, and safely. The role will focus on rider supply and retention, delivery TAT, 3PL (Third-party logistics) partner management, and launching new stores or cities. This is a program-focused role where you will design processes, build SOPs, improve delivery operations, and work cross-functionally with store operations, technology, category, and finance teams to ensure consistent last-mile performance as the business scales.

The candidate will have responsibilities across the following functions:

Rider Supply and Retention:

• Build the rider funnel end-to-end, sourcing channels, onboarding, documentation and DL verification, training, and first-week activation.
• Design payout and incentive structures that work across peak and lean hours, and model their cost impact before rollout.
• Own retention by understanding why riders churn in week 1 versus month 3 and addressing the underlying causes.
• Forecast rider supply against demand at store slot level and determine the appropriate in-house vs. 3PL mix.

Delivery TAT and SLA:

• Own delivery time distribution, including P90 and breach rate, rather than focusing only on average delivery time.
• Break TAT into its components, order-to-pick, pick-to-dispatch, and dispatch-to-doorstep, and run improvement programs across each stage.
• Set and optimise serviceable radius, batching rules, and rider allocation logic in collaboration with the technology team.
• Build escalation processes for breaches, undelivered orders, and failed handovers.

New Store and City Launches:

• Own the last-mile launch playbook, including rider hiring timelines, partner onboarding, radius mapping, pilot runs, and go-live criteria.
• Run launches against defined checklists and timelines while coordinating with category, store operations, technology, and finance teams.
• Define stabilisation criteria for new stores and drive each launch to the required performance standard before handover to steady-state operations.

3PL Partner Management:

• Onboard and manage delivery partners, including SLAs, rate cards, performance reviews, and penalty/incentive structures.
• Maintain partner scorecards covering fill rate, TAT, breach rate, and rider quality.
• Continuously evaluate where in-house delivery is more cost-effective or operationally efficient than 3PL partners and optimise the fleet mix accordingly.

Pharma-Specific Delivery Handling:

• Build and enforce SOPs for prescription-bound items, including Schedule H and H1 verification at handover.
• Own cold-chain integrity for insulin, vaccines, and other temperature-sensitive products, including bag standards, ice-pack protocols, and excursion handling.
• Design return, refusal, and reattempt processes that protect both customer experience and product integrity.
• Ensure handover, proof of delivery, and batch traceability meet applicable compliance requirements.

Programs, Data and Process:

• Run operational pilots with clear hypotheses, measurable outcomes, and structured readouts.
• Build dashboards and alerts that enable the team to monitor performance and identify issues quickly.
• Pull and analyse your own data rather than relying entirely on analysts.
• Create SOPs, train field teams, and audit whether processes are being followed consistently.

Requirements:

• 3-6 years of experience in last-mile, hyperlocal delivery, quick commerce, logistics, or field operations.
• Direct experience managing rider or driver fleets, including hiring, payouts, and retention, not just partner coordination.
• Strong program management skills, with the ability to drive cross-functional launches and initiatives involving teams that do not directly report to you.
• Strong data skills, including advanced Excel/Google Sheets and comfort using Generative AI.
• Willingness to work in the field and regularly interact with stores and riders.
• Strong written communication skills, as SOPs, launch plans, and program readouts will be key deliverables.

Good to Have:

• Experience launching new stores, zones, or cities from scratch.
• Exposure to routing, batching, or dispatch systems and their operational levers.
• Experience in pharma, cold chain, or other regulated delivery environments.
• Kannada or another regional language for effective field and rider communication.