Regional Cluster Manager Operations

Role & responsibilities

1. Cluster Operations Leadership

• Lead and manage a team of (CLMs & ACLMs) to ensure smooth day-today functioning of all assigned clusters.
• Drive key operational metrics such as booking loss reduction, Estimated Order Bridge (EOB) tracking, utilization, and on-time service delivery.
• Implement SOPs and ensure adherence to operational standards across clusters.
• Monitor performance dashboards, analyze data trends, and proactively resolve bottlenecks.

2. Market Expansion & Scaling

• Lead hood launch readiness across manpower, training, and logistics in coordination with the Senior Manager Cluster Operations.
• Ensure seamless rollout of new service zones with strong execution discipline.
• Partner with central and product teams to operationalize new processes and tools efficiently.

3. People & Supply Management

• Manage supply health at the cluster and hood level, ensuring optimal service expert availability and performance.
• Drive retention, productivity, and engagement initiatives for on-ground teams.
• Build a culture of performance, ownership, and continuous improvement among (CLMs & ACLM’s) and service experts.

4. Process Excellence & Continuous Improvement

• Track and report operational KPIs (TAT, utilization, service quality).
• Identify performance gaps, suggest process improvements, and implement automation or standardization where needed.
• Support the design and execution of pilot initiatives aimed at improving customer experience and operational efficiency.

5. Stakeholder Management & Reporting

• Collaborate with cross-functional teams (central ops, training, supply, and city leadership) to ensure alignment and issue resolution.
• Provide regular performance updates and insights to the Senior Manager – Cluster Operations.
• Support business reviews with data-driven recommendations and action plans.

Preferred candidate profile

• 4 to 7 years of experience in operations, logistics, last-mile delivery, or high-growth startup environments.
• Strong leadership and team management experience across multi-layered structures.
• Analytical mindset with data-driven decision-making skills.
• Excellent communication, stakeholder management, and leadership abilities.
• Hustler attitude with the ability to thrive in fast-paced, dynamic environments