Operations Lead

Roles & Responsibilities

–    Identify, onboard and structure local delivery partners, fleet owners and regional courier players across Kerala

–    Expand last-mile coverage city by city — own the rollout plan and timeline

–    Negotiate commercials and define operating structures with each partner

–    Monitor shipment flow and delivery performance across all active partners

–    Ensure strict adherence to doorstep delivery SOP

–    Own NDR management, escalation handling and exception resolution

–    Drive TAT compliance and enforce service quality standards

–    Conduct regular performance reviews — set KPIs and track compliance

–    Maintain structured communication protocols with all partners

–    Identify and eliminate informal practices that affect customer experience

–    Make fast decisions on partner continuation, scaling or replacement

–    Resolve field-level operational bottlenecks before they become escalations

–    Coordinate between ONDL's central operations team and Kerala-based partners

–    Own customer escalations end-to-end — from acknowledgement to resolution

–    Maintain a state-level performance dashboard — updated and accurate

–    Proactively identify the next districts for expansion

–    Plan capacity additions as volumes scale

We are looking for

–    2–6 years of experience in logistics, courier or last-mile network building

–    Strong understanding of the Kerala logistics ecosystem — districts, operators, routes

–    Hands-on experience onboarding and managing third-party delivery vendors

–    Strong negotiation skills — can close partner agreements independently

–    Comfortable with regular field travel across the state

–    Fluent in Malayalam and English

–    Data-driven — tracks numbers, flags issues early, not after the fact

Why Join ONDL

–    Direct path to State Head as the Kerala network scales

–    Be part of a company solving a genuine infrastructure gap in Indian logistics

–    Early-stage — what you build here is visible, credited and yours