Dharmendrasinh Rathod

I joined Amazon India in February 2015 as a Delivery Supervisor in the Last Mile Operation. Over my 10-year career at Amazon, I have progressed through various roles, ranging from L99 to L5, including positions such as Delivery Supervisor, Team Lead, Channel Team Lead, Station Manager, and Channel Relationship Manager. I am currently serving as a Site Lead (L5). My experience has allowed me to work in diverse regions across Gujarat, including Saurashtra, Ahmedabad, North Gujarat, and Surat, as well as providing support in Madhya Pradesh and Rajasthan on projects related to business expansion and quality metrics improvement. Below are my key responsibilities and achievements.

• Site Lead / Channel Manager (Operation and Account Management) (L5) – 08/2021 – Present – Amazon Last Mile
• Channel Team Lead (L3/L4)– 08/2019 – 08/2021 – Amazon Last Mile
• Channel Team Lead (L3)– 08/2017 – 08/2029 – Amazon Last Mile
• Team Lead-(L3) - 09/2016- 07/2017 – Amazon Last Mile
• Delivery Supervisor (GB) – 02/2015 – 08/2016 – Amazon Last Mile
• Managing the Last Mile Delivery Station and fulfilling customer promises of 14K orders on a daily basis, subject to ever-rising volume and complexity, operating on a 24/7 basis.
• Leading a team comprising the Team Lead, Operations Supervisors, and Operations Assistants, along with three delivery channels comprising 8 service partners, 190+ IHS network, and Flex channel.
• Driving operational goals and metrics comprising Safety, People, DEI, Customer Experience, and COST (CPS) for the Delivery Station.
• Problem-solves for closing gaps between performance and goals. Presenting the performance trend to the senior leadership team.
• Hire and develop top talent. Creates and implements a talent plan for the site, including talent acquisition, performance and career management, learning and development, succession planning, and employee engagement.
• Working with key business partners, such as Transport & Sortation, Finance, Loss Prevention, IT, PXT, ACES, and Engineering.
• Managed channel volume comprising IHS store, EDSP locations in Saurashtra, Ahmedabad, and the North Gujarat region.
• As a Channel Team Lead, I managed 14k BAU channel volume, which includes 9k EDSP volume and 5k AMZL IHS volume across the Ahmedabad region.
• Ensured capacity as per plan through IHS points, Service Partners, and built the capabilities of the channel to manage peak variations.
• Channel Expansion, Business Transition, and Value Addition.
• Key expertise in network expansion.
• Identify and execute different business enhancement models at IHS/EDSP locations, i.e., ARC and Pickup Branding, which provide value addition to the existing business model.

Achievements:

• Successfully handling a surge in volume with a high standard of service on quality metrics, we effectively met the promise to 25,000 customers during the busiest day of Diwali Art '24. The AMDE station stood out as the Best Station in the Quality Scorecard across the WEST zone (GJ, MP, RJ, MH, OR, CH states).
• Successfully handling a surge in volume with a high standard of service on Delivery Success Rate (DSR), effectively met the promise to 21K customers during the busiest day of Diwali Art '23. The AMDE station stood out as one of the top three stations in the WEST zone across six states, achieving a Premium FDDS (First Day Delivery Success) above 95% during the Diwali Art event.
• Channel Development: Six Delivery Service Partners in the DSP and EDSP fronts were successfully launched and developed. Centered on enhancing and growing partner presence in cross-verticals, which facilitates the development of new capacity pull.
• Cost Optimization: Progressively increasing AMDE's cost optimization through EV fleet utilization, optimal channel mix management, and increased overall SPR. 140 bps of cost dilution per shipment was successfully attained in 2023, and 93 bps in 2024. The savings from this dilution were 5.5 million in 2023, and 1.7 million in 2024.
• Successfully developed UTR FLEX resource pull from 5% to 35% by strengthening ground connections, working in tandem with the PXT team to improve hiring quality, lower attrition, and monitor each associate's activity levels.
• Six Delivery Service Partners in the DSP and EDSP fronts were successfully launched and developed. Centered on enhancing and growing partner presence in cross-verticals, which facilitates the development of new capacity pull.
• Recruit and develop high-performing individuals. Facilitated mentorship for three interns and four L4 managers. Also, provided support to three L5 managers in their training program in the Last Mile.
• Diversity, Equality, and Inclusion initiatives at the territory. Take the 1st step towards the Diversity inclusion at EDSP network by launching new stations with 100% diversity. Launch Bechraji (GJ) EDSP node with 100% transgender team. Launch Kadi (GJ) station with 100% female team.
• Lead the key process change for the DSP/EDSP partner of the GJ/MP region, which includes regulatory compliance enhancement, audit, and digital payroll adoption across the territory. Successfully executed a 100% digital payroll process and insurance coverage across 18 DSP/EDSP partners in Gujarat, MP.
• Individually own and execute the management transition process for 11 locations, which comprise 3 AMZL to eDSP, 4 EDSP to AMZL, and 4 EDSP management changes.
• Lead the Channel Expansion sprints from 2018 to 2021 by working on correct market mapping and identification of potential pin codes with business opportunities in the region. Successfully execute the launch of 22 EDSP locations in a single day during the January 2019 launch sprint.