Last Mile Manager (Store Captain)
- Zepto
- 0 - 3 years
- Pune
- 4 months ago
- Email to a friend
- Report this job
Job Description
Role Overview:
The Team Lead - Store Captain is the on-ground leader responsible for rider performance, reliability, and Direct Handover % (DH%) across Zepto stores. They act as the bridge between the rider fleet and city operations, ensuring every delivery partner adheres to process discipline, completes onboarding smoothly, and maintains high Direct Handover performance. The captains success is directly tied to DH% and 110th Order Reliability.
Key responsibilities:
Primary KRAs:
1. Direct Handover % (DH%)
Maintain 90% DH% across assigned stores (average of both).
Drive operational discipline rider app login, on-time reporting, and readiness.
Identify and fix low DH% causes via training or process corrections.
2. 110th Order Reliability
Ensure 90% of new riders complete their first 10 orders without drop-off.
Track early performance and intervene for low reliability.
Collaborate with training teams for SOP reinforcement.
Additional Responsibilities:
Maintain rider attendance and availability discipline
Handle first-level grievances and escalations. (CSAT > 90%, Rider NPS > 70%)
Support sourcing via rider referrals and local leads
Rider asset inventory cc (every Monday)
Daily rider huddles What Were Looking For:
People management and motivational skills
Data interpretation and dashboard familiarity
Conflict resolution and communication skills
Local language fluency + basic English
Familiarity with Excel/Sheets for daily reporting
Any graduation streams/ qualifications are welcome
0-3 years experience in delivery, logistics, or fleet management
Prior experience in team-handling or rider operations would give you brownie points
What We Offer:
Network with business professionals within the Zepto ecosystem
Receive mentorship and guidance to support your professional development
Period of contract: 6 months or as may be decided by the company. Conversion would depend on the performance of the individual
Job Classification
Industry: InternetFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: ContractContact Details:
Company: ZeptoLocation(s): Pune
Keyskills: Excel Communication Skills Operations
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