Regional Etail Quality Improvement Manager (Operations)

Job Title Regional Etail Quality Improvement Manager (Operations)

Function Operations

Reports To Regional First & Last Mile Manager – DP & eCommerce

Location Regional HQ (multi-state coverage)

Travel Required 25% þ 50% ☐ 75% ☐

About DHL Blue Dart Express India: Blue Dart Express Limited, a listed company, is a leader in courier, integrated air express package distribution, and eCommerce in South Asia, offering a wide range of logistics solutions. Founded in 1983, it is recognised for reliable, time-bound, and secure delivery services across 55,000+ locations in India as well as internationally. Its competencies span across evaluation and contracting, planning and transition, delivery and execution, and specific service capabilities. We pride ourselves on innovation, digitalization, service excellence, and creating long-term partnerships with our clients, enabling businesses to thrive in the fast-paced logistics environment and ever-evolving supply-chains. It wholly-owns India’s only scheduled air cargo airline, Blue Dart Aviation Limited, since May 1994, and the Concorde Air Logistics Limited, a transport, storage, and communications business, since May 2004. Blue Dart Express Limited is a part of the DHL Group's DHL eCommerce division, leveraging this global logistics leader’s network across 220 countries and territories to provide comprehensive express and logistics solutions to our clients. Our robust network and unmatched infrastructure have positioned the Blue Dart brand as a key India-grown logistics player with an unmatched and phenomenal global outreach rooted in the DHL brand of its majority shareholder. We are proud to be consistently ranked among India’s Top 100 Great Places to Work, combining it with DHL Group’s Top Employer certification. Being an Employer of Choice is not just a goal; it’s a fundamental part of who we are, committed to creating a workplace where people are valued, empowered, and wear the sobriquet “Blue Darter” with honour. If you are looking to join a purpose-led, people-first, company that shapes India’s supply-chains with integrity and safety, Blue Dart is where you belong. Blue Dart offers competitive compensation and comprehensive benefits, access to cross-functional, succession planning and global career paths, and strong culture of recognition. Position Overview: The Regional Etail Quality Improvement Manager is responsible for driving service quality, process adherence and continuous improvement across the regional Etail First Mile and Last Mile network. The role monitors end-to-end shipment lifecycle performance across Service Centres and delivery locations, identifies service-quality gaps and drives corrective actions with branch, area and regional operations teams. Owns regional Etail quality analytics and governance across key service metrics including pickup and delivery performance, First Attempt Delivery Success, undelivered shipments, NDR, ageing, customer complaints, shipment exceptions and operational process adherence. The role leads the regional Etail Quality Improvement team and works closely with Operations, Customer Service, Security, IT/Digital and other stakeholders to improve shipment flow, eliminate recurring defects and strengthen customer experience. This is primarily a quality governance, analytics and continuous improvement role, working in partnership with line Operations teams who continue to own day-to-day operational execution. Job Purpose: To continuously improve Etail service quality across the regional First and Last Mile network by identifying operational defects, analysing shipment lifecycle performance, driving root-cause resolution and ensuring sustained adherence to service standards, thereby improving delivery reliability, customer experience and operational quality. Key Roles & Responsibilities: Leadership