Last Mile Operations Team Lead (NDR & RTO)

Job title : Last Mile Operations Team Lead (NDR & RTO)Location: PuneRoles and Responsibility:Last Mile Management & NDR & RTO Handling Oversee daily last-mile delivery operations across all courier partners. Ensure on-time dispatch and delivery for high-volume D2C orders. Monitor courier SLAs and resolve delays proactively. Handle all NDR cases, including customer follow-ups, reattempt requests, and issue resolution. Drive RTO reduction through tighter customer communication and courier coordination. Analyze reasons for NDR/RTO and implement corrective actions.Courier Coordination & Customer Communication Coordinate closely with courier partners (Shiprocket, Bluedart, Delhivery, Xpressbees, etc.) Resolve issues like no-scan, misroute, hub delays, and wrong attempts. Maintain strong vendor relationships to ensure priority handling for D2C shipments. Call customers for address verification, delivery confirmation, and reattempt scheduling. Act quickly to avoid unnecessary RTO and improve delivery success.Performance Tracking, Reporting & Process Improvement Maintain daily dashboards on NDR, RTO, TAT, and courier performance. Share daily/weekly reports with the operations head. Conduct RCA on delayed or failed deliveries and recommend improvements. Identify operational gaps and streamline the last-mile flow for a fast-moving D2C setup. Work with warehouse teams to ensure a smooth dispatch-to-delivery experience.Required Skills & Experience 3-5 years of experience in a D2C or eCommerce brand (MANDATORY). Strong understanding of last-mile logistics, NDR, and RTO workflows. Hands-on experience with courier partners and platforms or tools – Clickpost, Excellent communication, follow-up, and problem-solving skills. Good proficiency in Advance Excel/Google Sheets. Hands-on experience in WMS/OMS/CRM(Unicommerce, Increff, Kapture, Freshdesk)