Last Mile - Operations Supervisor

Job Overview

The Last Mile Operations Supervisor oversees and drives the full last mile delivery operation in Dubai, leading a team of Last Mile Team Leads and their respective courier/driver teams. This is a step-up leadership role responsible not only for day-to-day delivery performance but for building the operating model, accountability structures, and continuous improvement culture that enables the team to consistently deliver on SLAs, customer experience, and cost targets.

Key Responsibilities

Operations Leadership

• Oversee end-to-end last mile delivery operations across all active delivery zones in Dubai.
• Manage and develop Last Mile Team Leads, setting clear performance expectations and providing regular coaching and feedback.
• Build and maintain operating routines; daily briefings, shift handovers, performance reviews that keep the team aligned and accountable.
• Ensure compliance with safety regulations, company policies, and delivery standards across all teams.
  
  

Route Planning & Capacity

• Oversee route optimization across all courier/driver teams, ensuring timely and cost-effective distribution while minimizing delays.
• Plan capacity and resource allocation in line with order volume, peak periods, and operational targets.
  
  

Performance & Data

• Own the last mile KPI dashboard on-time delivery rate, SLA adherence, cost per delivery, failed delivery rate, and customer satisfaction.
• Analyze delivery metrics, identify trends and root causes, and drive structured improvement plans.
• Generate weekly and monthly performance reports for leadership
  
  

Issue Resolution & Escalation

• Act as the senior escalation point for complex or recurring delivery issues, including delays, damages, and customer complaints, ensuring timely resolution.
• Work with Customer Service teams to ensure prompt resolution of delivery-related inquiries and concerns.
• Identify systemic issues and lead cross-functional efforts to fix root causes permanently, not just reactively.
  
  

Coordination & Cross-functional Collaboration

• Collaborate with drivers/couriers, warehouse staff, and customer service teams to ensure smooth operations and timely deliveries.
• Serve as the operational point of contact for last mile carrier and courier partners.
• Support new initiatives, tools, or process changes impacting last mile delivery.
  
  

Documentation & Compliance

• Maintain accurate records of deliveries, including schedules, routes, incidents, and customer feedback.
• Ensure all team members adhere to documentation standards and company policies.
• Ensure compliance with safety regulations and company policies during the delivery process.
  
  

Your skills would include:

• Proven experience in last mile logistics, transportation, or supply chain operations, preferably in an e- commerce or high-volume delivery environment.
• Prior experience managing Team Leads or supervisory-level staff, with a track record of developing people and holding teams accountable.
• Strong organizational and multitasking skills.
• Excellent communication and interpersonal skills.
• Proficiency in logistics software, route planning tools, and Microsoft Excel.
• Ability to work under pressure and adapt to changing priorities.
  
  

Physical Requirements:

• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
  
  

We are keen to work with talent that:

• Has an entrepreneurial spirit and craves a high-growth, fast-paced innovative environment seeking to disrupt the ecosystem positively.
• Prioritizes team culture and people management above all else, recognizing the value of establishing an effective organisation and internal process to drive business results.
• Is a positive team-player who thrives on challenges, the opportunity to problem solve, build/create and has the mindset that no job is too small.
• Is analytical and data driven.
  
  

This is your chance to be a part of the No.1 E-commerce organization for Baby, Mother and Child products across the GCC and be a part of a dynamic team working towards taking the organization to its next quantum leap. We need brains, ambition, grit and passion to continue helping Mumz everywhere and to help make their lives easier.