Control Tower Manager

*Job Description*

Manager/ Assistant Manager Last Mile Control Tower (Dark Store Operations)

Location: Bangalore HO

Experience: 5–9 years in Quick Commerce / E-commerce

Last Mile Operations

Compensation CTC: Up to 14 LPA

Role Overview

The Manager – Last Mile Control Tower will own centralized monitoring and optimization of last-mile performance across dark stores. This role is responsible for rider supply planning, metric governance, cross-functional execution, and driving continuous improvement initiatives in collaboration with Product, Tech, and City Operations teams.

Key Responsibilities

1. Last Mile Control Tower Ownership

Own end-to-end last mile performance across dark stores and cities

Act as the central control point for serviceability, SLA adherence, and operational stability

Drive resolution of systemic and recurring operational issues

1. Rider Supply & Capacity Management

Design and manage rider supply pools aligned with demand patterns and peak-hour requirements

Own rider availability, utilization, productivity, and attrition metrics

Implement operational levers (incentives, shift planning, batching, zoning) to ensure supply-demand balance

1. Metrics & Performance Management

Define, track, and govern key last mile KPIs including O2D, SLA, fill rate, cancellation, backlog, rider productivity

Lead daily reviews, weekly business reviews, and monthly performance deep dives

Translate metric insights into actionable execution plans for city and central teams

1. Dashboards, Analytics & Reporting

Build and maintain real-time and management dashboards using SQL / BI tools

Drive data-led root cause analysis for performance drops and cost leakages

Standardize reporting frameworks for leadership visibility

1. Product & Tech Collaboration

Partner with Product and Engineering teams to identify gaps and define operational requirements

Run pilots, experiments, and feature rollouts to improve efficiency and rider experience

Provide structured feedback from operations to shape roadmap priorities

1. Projects & Continuous Improvement

Own and drive process improvement projects end-to-end—from problem identification to impact measurement

Scale successful pilots across cities and dark stores

Enable standardization of best practices across the network

1. Stakeholder & Team Management

Work closely with City Ops, Central Ops, Vendor Partners, and Support teams

Mentor junior analysts or executives within the control tower function (if applicable)

Influence stakeholders through data, clarity, and execution rigor

Candidate Requirements

Must Have

5–7 years of experience in Quick Commerce / E-commerce Last Mile Operations

B.Tech / MBA Graduate

Strong expertise in rider management and supply planning

Hands-on experience with metric management and performance governance

Proficiency in SQL and dashboard creation

Demonstrated problem-solving and structured thinking capability

Experience working closely with Product teams on pilots and feature rollouts

High ownership mindset with ability to drive projects end-to-end

Good to Have

Experience managing multi-city dark store operations

Prior exposure to control tower or central operations roles

Understanding of routing logic, incentive design, or automation levers

What Success Looks Like in This Role

Stable rider supply with minimal serviceability gaps

Improved SLA and O2D metrics across dark stores

Faster issue detection and resolution through control tower visibility

Scaled, repeatable improvements driven via pilots and product enhancements