Role Summary
The Last Mile Hub Leader is responsible for managing and optimizing hub and delivery operations across a defined region.
The role has two distinct but linked scopes of responsibility: On-the-road (regional last-mile partner management through a team of Last Mile Supervisors) and Under-the-roof (hub-based sorting, XL/L2L handling, X-dock, DSP sorting/loading and dispatch). This is a hands-on operational role reporting to the Head of Last Mile, focused on tactical execution, operational stability, and continuous improvement.
Key Responsibilities
Scope 1 — On the Road (Regional delivery operations Management)
Manage last-mile delivery performance across the region via a team of Last Mile Supervisors who directly oversee Delivery Service Providers (DSPs) and field operations.
Set regional delivery KPIs (on-time delivery, first-attempt success, failure rates), review supervisor scorecards, and drive corrective actions.
Work with DSPs and supervisors on capacity planning, incident resolution and continuous improvement initiatives.
Act as primary escalation point for complex field issues requiring cross-hub or partner coordination.
Ensure partner compliance with contractual SLAs, safety standards and company processes.
Scope 2 — Under the Roof (Hub Operations & X-dock)
Oversee hub-based sorting and handling activities including XL parcels, L2L flows and cross-dock operations to ensure efficient inbound/outbound throughput.
Manage DSP sorting and loading activities at the hub (volume sorting, wave dispatch) and enforce SOPs for wave dispatch operations.
Monitor hub KPIs and UTR process efficiency
Coordinate resource allocation, layout and equipment needs to optimize throughput during peaks and disruptions.
Shared Responsibilities
People Leadership & HR: Recruit, onboard, develop and retain hub and supervisor teams in partnership with HR and temp agencies; conduct performance reviews and coaching.
Process Optimization & Quality Control: Identify bottlenecks across both scopes, implement SOPs, and run continuous improvement projects to reduce cost and improve service.
Stakeholder Coordination: Liaise with regional ops, planning, finance, HR and temp agencies for forecasting, staffing and budget alignment; represent the hub in cross-functional meetings.
Compliance & Risk Management: Ensure adherence to labor laws, safety protocols and regulatory requirements; prepare and execute contingency plans for disruptions.
Key Qualifications
Education:Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or a related field (Master’s degree is a plus).
Experience:
At least 3 years of experience in delivery operations, logistics, or supply chain management in a supervisory or managerial capacity.
Proven success in managing daily operational workflows and leading diverse teams.
Skills:
Strong leadership and people management skills with a hands-on approach.
Excellent organizational and problem-solving abilities.
Proficiency in delivery management systems and data analysis tools.
Demonstrates proficiency in Excel and strong analytical thinking skills to interpret data, solve problems, and data-driven decision-making
Proactive and Results-Oriented: Demonstrates the ability to anticipate issues, and take proactive steps to achieve operational goals.
Ability to Collaborate with teams to evaluate existing processes and lead efforts to continuisly improve performance
Good communication skills, with fluency in French and English (mandatory).
Other Requirements:
Availability to work flexible hours, including weekends or holidays, based on operational needs.
Familiarity with regional logistics networks and regulatory requirements.