Meadbery
Website:
meadbery.com
Job details:
Delivery Performance Manager
Location: Zirakpur,Chandigarh | Employment Type: Full-time | Experience: 3–6 Years
Department: Logistics & Supply Chain | Reporting to: Head of Operations
About the Role
We are looking for a driven and experienced Delivery Performance Manager to own our end-to-end last-mile delivery operations. This is a high-ownership role where you will manage courier partnerships (primarily Delhivery), lead escalation resolution, and use data to improve delivery outcomes across the board.
If you thrive in fast-paced environments, can hold courier partners accountable, and know how to build sharp MIS reports that drive decisions — this role is built for you.
Key Responsibilities
Courier & Partner Management
• Own delivery KPIs — TAT adherence, RTO%, NDP, and first-attempt delivery rate with Delhivery and other courier partners
• Conduct weekly and monthly performance reviews with courier account managers
• Negotiate SLAs, pricing, and priority service lanes — especially during peak seasons
• Resolve escalations: stuck shipments, fake delivery attempts, ODA issues, and manifest errors
• Ensure pickup compliance and manifest hygiene across all courier partners
MIS Reporting & Analytics
• Build and maintain daily/weekly MIS dashboards tracking delivery performance
• Identify root causes of delivery failures and lead corrective action plans
• Prepare crisp performance presentations for leadership reviews
• Track courier-wise cost per shipment and flag anomalies
Internal Collaboration
• Coordinate with customer service, warehouse, and catalog teams on order exceptions and NDR workflows
• Develop and document SOPs for escalation handling and courier performance management
• Be the single point of contact for both internal teams and external courier partners on delivery issues
Team Leadership
• Lead and mentor a small team of 2–5 operations associates
• Set team priorities, delegate effectively, and review output quality
• Build a culture of ownership and accountability within the team
Requirements
Must Have
• 3–6 years of experience in logistics, last-mile operations, or supply chain roles
• Hands-on experience managing Delhivery or similar courier partners (Bluedart, Xpressbees, Ekart, etc.)
• Proficiency in Advanced Excel and Google Sheets — pivot tables, VLOOKUP/INDEX-MATCH, dashboards
• Strong communication and negotiation skills — confident with both internal stakeholders and external vendors
• Ability to create and deliver clear presentations to senior leadership
• Strong analytical mindset — can read data, spot trends, and act on them
• Experience handling escalations under pressure from multiple directions simultaneously
Good to Have
• Prior experience managing a Delhivery Key Account
• Exposure to logistics tech platforms — Shiprocket, Unicommerce, Clickpost, or similar
• Experience in D2C or marketplace logistics operations
• Understanding of NDR (Non-Delivery Report) workflows and reduction strategies
- • Basic knowledge of SQL or BI tools for reporting
What Success Looks Like (First 6 Months)
• RTO rate brought to below 20%
• On-time delivery rate consistently above 95%
• All courier escalations resolved within 48 hours
• Weekly MIS reporting live and reviewed by leadership
• Zero aged shipments (>10 days) without active resolution in progress
• Monthly courier performance review process established and running
Who You Are
• Calm under pressure — you can handle an irate partner and an urgent internal request at the same time
• Detail-oriented — you catch discrepancies in MIS before leadership does
• Assertive, not aggressive — you push back firmly but constructively
• Self-driven — you spot problems and act without waiting to be told
- • A team player — you know logistics is never a solo effort
Click on Apply to know more.