Regional operations manager

Position: Regional Manager

Region: Kerala

Reporting To: National Head- Business & Operations

About Drop X Logistics

Drop X Logistics is a technology-driven last-mile logistics company specializing in fast, reliable, and scalable delivery solutions across India. We are committed to operational excellence, customer satisfaction, and process-driven execution while supporting the rapid growth of e-commerce and quick commerce businesses.

Role Description

The Regional Manager – Last Mile Operations will be responsible for leading and managing end-to-end last-mile operations across the Kerala region. The role requires strong leadership, operational expertise, and the ability to drive performance through effective planning, people management, and process optimization. The incumbent will ensure seamless delivery operations while maintaining service quality, productivity, and profitability.

Key Responsibilities:

Lead and oversee last-mile operations across all hubs and delivery stations within Kerala. Ensure achievement of operational KPIs, including SLA adherence, on-time deliveries, first-attempt delivery success, productivity, and customer satisfaction. Drive operational excellence through continuous process improvements and standardization. Manage Regional Operations Managers, Cluster Managers, Hub Managers, and other field leadership teams. Monitor daily operational performance and implement corrective actions to address service gaps. Optimize workforce planning, fleet utilization, route efficiency, and delivery productivity. Ensure compliance with company SOPs, statutory requirements, safety standards, and audit guidelines. Collaborate with HR for manpower planning, recruitment, employee engagement, retention, and performance management. Work closely with Finance to control operational costs, improve profitability, and ensure budget adherence. Coordinate with Business Development, Customer Success, and Key Account teams to deliver exceptional client service. Handle escalations related to operations, customers, partners, and employees with timely resolution. Analyze operational data and MIS reports to identify trends, risks, and opportunities for improvement. Lead regional expansion initiatives, new hub launches, and operational transitions. Foster a high-performance culture through coaching, mentoring, and leadership development.

Required Expertise:

Candidates should possess strong operations management skills, including regional planning, process optimization, and performance monitoring. Candidates should possess team leadership and people management skills, including coaching, workload allocation, and conflict resolution. Strong leadership and team management capabilities. Excellent knowledge of last-mile logistics operations and delivery networks. Data-driven decision-making and analytical skills. Expertise in KPI management and operational excellence. Strong problem-solving and stakeholder management abilities. Financial acumen with experience in budgeting and cost optimization. Excellent communication and interpersonal skills. Proficiency in MS Excel, MIS reporting, and logistics technology platforms. Candidates should possess logistics and supply chain knowledge, including last-mile delivery operations, routing, and inventory or fleet coordination. Candidates should possess analytical and problem-solving skills, including the ability to interpret data, identify trends, and implement corrective actions. Candidates should possess effective communication and collaboration skills for working with cross-functional teams and external partners. Relevant experience in logistics, transportation, or supply chain operations management is highly beneficial. A bachelor's degree in business, logistics, supply chain management, or a related field is preferred. Comfort with using technology and logistics software, and the ability to adapt to new tools and systems, is expected.

Key Performanace Indicators (KPI's)

On-Time Delivery (OTD) SLA Compliance First Attempt Delivery Success Rate Delivery Productivity Rider and Fleet Utilization Cost per Delivery Customer Satisfaction Operational Cost Control Employee Retention Audit & Compliance Score