About The Team

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.

Job Description

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.
Drive performance accountability among hub/regional stakeholders, ensuring they closely track their own KPIs and stay on track toward targets.
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.
Act as a thought partner to Ops leadership, providing insight-driven recommendations to shape the project pipeline and investment priorities.
Project Management (PMO)
Lead FLM improvement projects end-to-end: problem scoping, business case, planning, pilot, nationwide rollout and post-implementation review.
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
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.

Requirements

4+ years of experience in logistics, supply chain, operations, project management, consulting or related fields. Experience in First Mile / Last Mile, hub or e-commerce delivery operations is a strong plus.
Strong analytical and problem-solving skills with a structured and proactive approach. Advanced Excel / Google Sheets; SQL or BI tools (Looker Studio, Power BI) is a plus.
Proven experience building KPI frameworks, dashboards and performance reports.
Strong project management capabilities with experience handling multiple complex projects in fast-paced environments.
Demonstrated ability to influence stakeholders at various levels and drive alignment across departments without formal authority.
Excellent written and verbal communication skills. Presenting in English is a plus.
Self-starter mindset with high ownership and a bias for action.

Senior Associate - FLM Process & Performance Specialist - SPX Express