| Detail | For this role |
|---|---|
| Department | Logistics and Warehousing |
| Level | Manager |
| Reports to | Hub Manager |
| Direct reports | Delivery Executive, Route Planner, Fleet Coordinator |
| Experience | 4 to 8 years in last-mile or field operations with team management |
Last Mile Delivery Manager job description template
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Job title: Last Mile Delivery Manager
Department: Logistics and Warehousing
Reports to: Hub Manager
Location: [City], [office, branch or site]
About the role
A Last Mile Delivery Manager gets parcels from the local hub to the customer's door. They manage delivery executives and riders, plan beats and routes, and own delivery success, delivery time and returns to origin. They also handle cash on delivery reconciliation and customer delivery experience. The role is people-heavy and fast-moving: managing a large, often young delivery workforce, cutting failed deliveries and reattempts, and keeping the last, most visible step of the journey reliable. A good one lifts first-attempt success and lowers cost per delivery.
Key responsibilities
- Plan delivery beats and rider assignments each day so every parcel has a clear owner and route.
- Drive first-attempt delivery success and cut failed deliveries, reattempts and return to origin.
- Manage the delivery workforce: onboarding, attendance, conduct, and daily briefing and debriefing.
- Reconcile cash on delivery collections against deliveries and deposit them without shortfall.
- Track delivery time windows and customer feedback and fix beats or riders that underperform.
- Handle delivery exceptions such as wrong address, customer unavailable and refused parcels.
- Control cost per delivery across manpower, vehicle and incentive spend.
- Coordinate with the hub on inbound timing so riders leave on their first trip early.
- Manage rider safety, vehicle papers and adherence to traffic and company rules.
- Report daily delivery success, pendency, cash reconciliation and exceptions to hub leadership.
Requirements
- Graduate in any discipline
- Experience managing field or delivery teams
- A diploma in logistics or operations is an advantage
- 4 to 8 years in last-mile or field operations with team management
KRAs and KPIs for a Last Mile Delivery Manager
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Delivery success | First-attempt delivery success above 90 percent each week |
| Return to origin | Return to origin held below the agreed percent of shipments |
| Delivery time | Parcels delivered within the promised window above 95 percent |
| Cash reconciliation | Cash on delivery reconciled and deposited daily with zero shortfall |
| Cost per delivery | Cost per delivery held within budget as volume changes |
| Rider retention | Monthly delivery workforce attrition below the target level |
Skills and tools
Tools used day to day: Delivery management app, Route planning tools, Handheld scanners, MS Excel, Cash reconciliation system.
Reporting line and career path
Next roles: Hub Manager, Regional Logistics Manager, City Operations Manager
Interview questions for a Last Mile Delivery Manager
- How do you raise first-attempt delivery success on a beat that keeps failing?
- What is your process for reconciling cash on delivery at the end of the day?
- How do you plan beats when a big volume day lands with fewer riders than usual?
- A rider has repeated customer complaints. How do you handle it?
- How do you cut return to origin without pushing riders to mark false attempts?
- How do you keep a young, high-churn delivery team motivated and safe?
Managing a Last Mile Delivery Manager in ZeniaHR
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What does a Last Mile Delivery Manager do?
A Last Mile Delivery Manager runs the final delivery step from the local hub to the customer. They manage delivery executives and riders, plan beats and routes, and own first-attempt success, delivery time, returns and cash on delivery reconciliation. They handle delivery exceptions, control cost per delivery and keep the delivery workforce staffed, safe and motivated.
What is the difference between a Last Mile Delivery Manager and a Hub Manager?
A Hub Manager runs sortation inside the hub and dispatches parcels to the next hub or to delivery. A Last Mile Delivery Manager takes over from the hub and gets parcels to customers' doors. The hub role is about sort and connections; the last-mile role is about riders, routes and doorstep delivery.
What skills does a Last Mile Delivery Manager need?
Strong people management for a large, high-churn rider team, sharp beat and route planning, and firm control of cash on delivery. They need to cut failed deliveries and returns, handle daily exceptions calmly, manage cost per delivery, and know the local area well. Field operations experience matters more than a specific degree.