About the Role
As a Cluster Manager, you will be responsible for overseeing end-to-end operations across a group of hubs within a defined territory. You’ll lead and coordinate with Hub In-charges, ensure performance KPIs are met, and drive execution across daily operations, rider management, fulfillment, and customer SLAs. This role is critical to ensure scalable, efficient, and reliable delivery operations.
Key Responsibilities:
Lead daily operations across multiple hubs within the assigned cluster
Manage, mentor, and review Hub In-charges and their teams to ensure high performance
Own SLAs for deliveries (on-time, accuracy, customer experience) across all hubs
Ensure compliance with SOPs, safety protocols, and process standards
Track and improve metrics like order fulfillment, rider efficiency, TAT, and cost per shipment
Coordinate closely with central operations, fleet, and customer service teams
Ensure smooth manpower planning including rider rosters, shift planning, and attendance
Support expansion by enabling new hub launches and ramp-up plans
Drive performance reviews, issue resolution, and continuous improvement initiatives
Be the escalation point for any operational bottlenecks within the cluster
Requirements
3–6 years of experience in logistics/supply chain operations, preferably managing multiple locations
Prior experience in managing warehouse, hub, or last-mile delivery teams
Strong coordination, and people management skills
Ability to handle fast-paced environments, with a focus on metrics and outcomes
Good understanding of delivery logistics, tech platforms, and SLA-driven ops
Comfortable working with data dashboards, shift planning tools, and mobile apps
Problem-solving mindset with strong execution and on-ground presence
Willingness to travel across hubs and be available during high ops days