Last Mile Supervisor

Department: Operations/Warehouse

Location: Dubai, UAE

Reports To: Shift Manager - Domestic Operations

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 domestic last mile delivery operations across Dubai, Abu Dhabi, and JVC hubs.
• Manage and develop the three Team Leaders, setting clear performance expectations and providing regular coaching and feedback.
• Build and maintain operating routines; daily briefings, shift handovers, performance reviews - that keep all three hubs aligned and accountable.
• Ensure compliance with safety regulations, company policies, and delivery standards across all domestic teams.

Performance & Data

• Own the domestic last mile KPI dashboard; on-time delivery rate, SLA adherence, cost per delivery, failed delivery rate, and customer satisfaction.
• Consolidate ticket and reporting data across all three hubs, ensuring each Team Leader's daily reports are actually happening and accurate.
• Analyze delivery metrics, identify trends and root causes, and drive structured improvement plans.
• Generate weekly and monthly performance reports for the Shift Manager - Domestic Operations.

Issue Resolution & Escalation

• Act as the senior escalation point when a Team Leader cannot resolve an issue independently.
• Identify systemic issues across hubs and lead cross-functional efforts to fix root causes permanently, not just reactively.

Coordination & Cross-functional Collaboration

• Collaborate with the International function, warehouse staff, and customer service teams to ensure smooth end-to-end ope…