Senior Manager, Last Mile Operations, IN QC (Amazon Now)

We are looking for a results-driven Senior Operations Manager to lead end-to-end LM operations for a cluster of states within the IN QC, SSD organization. In this role, you will be responsible for driving Last mile capacity, optimizing cost-to-serve, and delivering a superior customer experience across both established and emerging business lines. You will lead a high-performing team of operations leaders, setting direction, building capability, and fostering a culture of operational excellence. Working at the intersection of strategy and execution, you will collaborate closely with internal stakeholders and external partners to ensure seamless operations, scalability, and continuous improvement. This is a critical leadership role that requires strong business acumen, a bias for action, and the ability to navigate ambiguity while managing multiple priorities across a dynamic, fast-paced environment. Key job responsibilities 1. Set the strategic direction and own end-to-end performance for a multi-city Last Mile network — driving capacity planning, cost optimisation, and delivery reliability at a network level. Accountable for translating business goals into operational targets. 2. Build and lead a high-calibre team of senior operations managers — developing organisational capability, creating leadership depth, and building succession pipelines that ensure the org scales ahead of business growth. 3. Shape the LM operating model and cost architecture — defining channel mix, gearing norms, and partner operating frameworks. Own the long-range cost trajectory and drive structural levers beyond BAU optimisation. 4. Influence product and technology roadmaps — translating operational pain points and opportunities into product requirements, partnering with Product, and Planning teams to build scalable, automated solutions. 5. Drive cross-functional alignment at the leadership level — representing LM Ops in planning forums (OP cycles, 3YF, MBRs) with Finance, Category, PXT, and partner teams. 6. Lead the scaling of emerging business lines and new market entry — from pilot to steady-state, ensuring operational readiness, partner onboarding, and sustainable unit economics as new verticals or geographies are added. 7. Establish mechanisms and operating rhythms that scale — building inspection frameworks, WBR/MBR structures, and data-driven decision systems that reduce leader dependency and drive consistency across a distributed network. 8. Set the bar on safety, compliance, and operational standards — ensuring a culture where safety is non-negotiable, compliance is embedded, and quality standards are maintained even as the network scales rapidly.

You will be joining IN QC and SSD Last mile (LM) Operations team — the engine behind Amazon's fast delivery network in India. Our team operates at the intersection of speed, scale, and customer obsession, powering Amazon NOW, Same-Day Delivery (SSD) and Amazon Pharmacy. We are builders. This is not a team that manages steady-state — we are actively designing, launching, and scaling one of the most complex ultra-fast delivery networks in the world. Every day, we solve hard problems: shrinking delivery windows, expanding to new cities, onboarding new business verticals, and raising the bar on what "fast" means for our customers. Our team is made up of operations leaders and program managers who are analytical, relentlessly customer-focused, and energized by the challenge of building at pace.