Senior Operation Excellence Specialist (First Last Mile)

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Role Purpose:
Drive operational excellence across the First Mile & Last Mile (FLM) network - pickup, hubs and delivery - through performance management, project management and continuous improvement. Ensure FLM operations are efficient, scalable and aligned with business goals on speed, quality, productivity and cost.
Key Responsibilities:
1. FLM Performance Management
● Own the FLM performance framework: define KPIs, key drivers and targets for First Mile (pickup success, pickup lead time, on-time handover) and Last Mile (delivery success, on-time delivery, first-attempt rate, failed delivery/return rate, rider productivity, cost per order).
● Build and maintain performance dashboards and regular reports (daily / weekly / monthly) at hub, region and national level; run performance reviews (WBR/MBR) with Ops leadership.
● Monitor performance, detect deviations early, and deep-dive root causes of underperforming hubs/regions; drive corrective action plans with ROM/Hub leads and track to closure.
● Benchmark hubs and regions, set improvement targets, and lead bottom-performer improvement programs.
● Partner with BI and Product to standardize metric definitions, data sources and reporting logic.
2. Project Management (PMO)
● Lead FLM improvement projects end-to-end: problem scoping, business case, planning, pilot, nationwide rollout and post-implementation review.
● Embed project management standards and tools across initiatives (project charter, timeline, RACI, risk/issue log, project health dashboard).
● Facilitate executive-level and working-level meetings with structured documentation (meeting minutes, action logs) and accountability tracking.
● Key project areas:
○ Hub Capacity & Productivity: improve hub throughput, labor efficiency, layout and manpower planning.
○ Speed & Reliability: reduce pickup and delivery lead time, improve on-time and first-attempt success.
○ Cost Efficiency: optimize cost per order through rider productivity, zone/route design and resource allocation.
3. Process Design & Standardization
● Analyze FLM workflows (pickup, hub inbound, sorting, dispatch, delivery, failed delivery & returns, COD handover) to identify process gaps and inefficiencies.
● Design, document and implement SOPs and process improvement frameworks across regions; lead pilot runs and process validation for new initiatives.
4. Stakeholder Collaboration & Performance Commitment Tracking
● Drive performance accountability among hub/regional stakeholders, ensuring they closely track their KPIs and action plans and stay on track toward targets.
● Act as a thought partner to Ops, BI and Product teams, providing insight-driven recommendations to shape the project pipeline and investment priorities.