Last Mile Manager

5 days ago

Bengaluru Chennai Pune, India Zepto Full time ₹ 5,00,000 - ₹ 10,00,000 per year

Role Overview:The Team Lead - Store Captain is the on-ground leader responsible for rider performance, reliability, and Direct Handover % (DH%) across Zepto stores. They act as the bridge between the rider fleet and city operations, ensuring every delivery partner adheres to process discipline, completes onboarding smoothly, and maintains high Direct Handover performance. The captains success is directly tied to DH% and 1–10th Order Reliability.Key responsibilities:Primary KRAs:Direct Handover % (DH%)• Maintain 90% DH% across assigned stores (average of both).• Drive operational discipline – rider app login, on-time reporting, and readiness.• Identify and fix low DH% causes via training or process corrections.1–10th Order Reliability• Ensure 90% of new riders complete their first 10 orders without drop-off.• Track early performance and intervene for low reliability.• Collaborate with training teams for SOP reinforcement.Additional Responsibilities:Maintain rider attendance and availability disciplineHandle first-level grievances and escalations. (CSAT > 90%, Rider NPS > 70%)Support sourcing via rider referrals and local leadsRider asset inventory cc (every Monday)Daily rider huddles What We're Looking For:People management and motivational skillsData interpretation and dashboard familiarityConflict resolution and communication skillsLocal language fluency + basic EnglishFamiliarity with Excel/Sheets for daily reportingAny graduation streams/ qualifications are welcome0-3 years experience in delivery, logistics, or fleet managementPrior experience in team-handling or rider operations would give you brownie pointsWhat We Offer:Network with business professionals within the Zepto ecosystemReceive mentorship and guidance to support your professional developmentPeriod of contract: 6 months or as may be decided by the company. Conversion would depend on the performance of the individual

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