Mohammad Muzzammil J

Scale and Scope

• Full P&L ownership for a network of 600+ outsourced satellite hubs (OSH).
• Oversee operations for over 200,000 shipments per day across the First Mile, Middle Mile, Last Mile, and Returns.
• Manage 3,000 facilities with 1.5+ crore sq. ft. Of logistics infrastructure spanning Mother Hubs, Middle Mile hubs, and Last-Mile facilities.
• Lead a team of 14 direct reports and manage a workforce of over 400.

Key Achievements and Responsibilities

• Infrastructure & Network Expansion: Led end-to-end infrastructure setup and expansion for Mother Hubs, Middle Mile hubs, and Last-Mile delivery centers, including layout design, capacity planning, budgeting, and go-live readiness.
• Program Management: Owned infrastructure expansion programs, coordinating with Central Network Design, Procurement, and Transport teams to expand pin-code serviceability, and unlock new serviceable geographies.
• Operational Governance: Owned and drove improvements in key OSH network business metrics, including CPD (Customer Promised Date), Breach and Fake Deliveries, Availability and Conversion, and Losses, Recovery, and Shrinkage Control.
• Financial Control: Led vendor onboarding, performance management, debits, penalties, and profitability governance. Improved vendor productivity, and strengthened COD reconciliation and financial discipline.
• EHS & Compliance: Directed Employee Health & Safety (EHS) programs and ensured legal, statutory, and license readiness (fire NOC, labor compliance) across all 3,000 (FM, MM, and LM) facilities.
• IT Readiness: Program-managed IT infrastructure setup for new sites, coordinating hardware readiness, connectivity, and tech go-lives, acting as the single point owner for ops readiness during launches and peak ramp-ups.

• Directed end-to-end city operations including tenant onboarding, facility readiness, maintenance SLAs, and service recovery, managing 25–40 field & vendor staff.
• Managed home furnishing procurement, negotiated contracts, warehousing, inventory and dispatch across operating cities(6).
• Improved move-in and move-out turnaround times, significantly enhancing customer experience and occupancy outcomes while managing 100K tenant’s living experience.
• Improved the CSAT from 2.9 to 4.6, Delivered monthly net income of 3cr while reducing “Services function” burn of 60L/month
• Managed vendor partners, cost controls, and city-level operational budgeting.

• Managed 2.30K daily-volume last-mile delivery station operations, ensuring strict SLA adherence and customer promise outcomes.
• Achieved the highest FTRDR (First Time Right Delivery Rate) in the country consistently for 5 months.
• Improved on-time delivery performance and successfully reduced Non-Delivery Rates (NDR) through routing optimization and strategic workforce planning.
• Spearheaded Merchant Fulfillment Network (MFN) governance, compliance, safety, and quality programs.

• Supported global SLA-driven operations including order management, reporting, and stakeholder coordination.
• Developed operational dashboards, enhancing visibility, compliance, and leadership decision-making.
• Contributed to SOP documentation and continuous process improvement initiatives.