Job Summary
The Last-Mile Delivery Manager is responsible for the real-time execution of the final delivery process—from warehouse release through delivery to the beneficiary—across all implementation countries. The role ensures the performance of the delivery workforce network, distribution efficiency, immediate resolution of operational issues, and delivery documentation based on the Beneficiary Verification Code (BVC), in order to achieve the 72-hour service standard at the execution level, while the Project Manager oversees the higher-level strategic and contractual responsibilities.
Key Duties and Responsibilities
Delivery and Distribution Execution
- Manage daily last-mile operations, including assigning orders to delivery workers, route planning, and managing delivery windows across all implementation countries.
- Ensure optimal real-time matching between pending orders and available delivery workers across different areas, particularly at micro-distribution centers in high-density locations.
- Monitor delivery status in real time and proactively intervene in orders at risk of exceeding the required service timeframe.
Delivery Workforce and Fleet Management
- Manage the delivery workforce network in each country, including beneficiaries of economic empowerment projects, from onboarding and readiness through performance management.
- Own and monitor delivery worker performance indicators, including daily number of deliveries, on-time delivery rate, and documentation compliance.
- Coordinate with warehouse officers in the implementation countries (WSL-005) regarding handover of goods and release timing.
Service Performance and SLA Ownership
- Own last-mile performance indicators, including the percentage of deliveries completed within 72 hours, average delivery time from warehouse release, delivery documentation accuracy, and BVC verification match rate.
- Track delivery performance and prepare country-level reports, distinguishing structural bottlenecks from isolated operational incidents.
Incident and Issue Management
- Resolve real-time delivery issues, including delivery worker absence, BVC verification failure, security access constraints, address issues, and damaged goods.
- Escalate recurring or structural issues, such as a persistent pattern of delays in a particular country, to the Project Manager together with root-cause analysis.
Proof of Delivery and Data Integrity
- Ensure every delivery is documented through the application with a signature or BVC confirmation before the order is closed.
- Periodically audit delivery records against actual execution to identify documentation gaps at an early stage.
Standards and Continuous Improvement
- Develop and implement Standard Operating Procedures (SOPs) for the delivery lifecycle, including allocation rules, delivery worker conduct, exception handling, and escalation paths.
- Use delivery data, including completion time, failure patterns, and delivery worker utilization rates, to
continuously optimize routes and coverage.
- Coordinate with the Product and Technology team regarding the delivery-tracking application to identify operational gaps within the tool itself.
Qualifications and Requirements
- Bachelor's degree in Logistics, Operations, Supply Chain, or an equivalent field.
- 3–5 years of experience in last-mile delivery, distribution, or field logistics operations, including e-commerce, quick commerce, or ride-hailing / on-demand delivery services.
- Proven track record of managing a distributed delivery or driver network with clear ownership of service-level performance, including on-time delivery rate, completion rate, and failure/cancellation rate.
- Experience resolving real-time operational incidents in a time-sensitive environment.
- Fluency in Arabic and English for daily coordination with field teams and delivery workers in Arabic-speaking countries.
- Willingness to undertake regular field travel to implementation countries.
- Working knowledge of delivery or distribution tracking applications, including GPS tracking and proof-of-delivery tools.
