Manager - Key Accounts Operations

Mumbai, Maharashtra
Permanent
Full-time

1 month ago
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Role SummaryWe are seeking a performance-driven Key Accounts Manager to own and manage relationships with third-party delivery carrier companies and drive performance from ground in quick commerce logistics operations. The role’s primary objective is to ensure ≥99% on-time delivery success rate at best delivery speed with a problem-solving approach.Driving rider efficiency, minimise failed deliveries, process optimization, automation, controls, training, and governance. The position requires a strong blend of operational analytics, partner management, process engineering, and field execution.Key Responsibilities1. Delivery Partner Management

Own and manage end-to-end relationships with last-mile carrier companies
Ensure partner adherence to SLAs and SOPs
Ensure adherence to operational hygiene by partners through continued training and enforcements
Act as single point of contact for performance, escalations, and commercial compliance
Conduct daily, weekly and monthly business reviews (DBR/WBR/MBR) with partners using KPI dashboards
Implement controls to minimise leakages and inefficiencies
Quick problem solving to maintain operational performance targets
Act as interface between Delivery Partner and Dark Store team

2. Operational Excellence & KPI Ownership

Drive delivery success Rate: ≥99%
Deliver best customer experience benchmarks of net promoter score and contacts by customers
Achieve targeted improvement in operational metrics such as:

Unsuccessful delivery attempts,
First Attempt Delivery Success,
Timely Out for Delivery,
Optimised Routing,
Rider Throughput per day,
Cost per Delivery,
Cancellation & Return Rates

3. Process Optimization & Automation

On field execution of all the processes through carrier partners on time bound manner
Identify inefficiencies and design scalable process solutions through operational playbook
Implement corrective action plans for underperforming zones or vendors
Work with product/tech teams to automate, simplify and enhance / improve workflows
Reduce dependency on manual interventions
Lead pilot programs for new frameworks and operational tools
Ensure process driven execution

4. Training & Capability Building with Carrier partners

Design structured training for riders and team leads
Cover modules for delivery etiquette, customer interaction, and problem resolution.
Conduct periodic audits and enforce refresher training to maintain service consistency.

5. Commercial & Contract Compliance

Ensure carrier partners comply with contractual commercials, billing, and incentive structures.
Audit invoices, validate payouts, and reconcile performance-linked payments.

Required Skills & CompetenciesTechnical / Functional Skills

Strong understanding of last-mile logistics and quick commerce operations.
Proficiency in data analysis tools like Excel.
Experience working with dispatch systems, route optimization platforms, or logistics SaaS tools.
Process mapping and SOP documentation expertise.
Experience of process automation.

Soft Skills

Analytical problem solver with structured thinking.
Strong stakeholder management ability.
High ownership mindset with bias for execution.
Clear communicator with internal as well as external partners.
Ability to handle ambiguity and operate in fast-paced environments.
Conflict resolution and escalation management capability.
Detail-oriented with strong follow-through discipline.

Eligibility Criteria

3-7 years of experience in logistics, supply chain, quick commerce, or marketplace operations.
Prior experience managing third-party vendors or delivery partners preferred.

Purplle