Job Overview
As Manager, Door Delivery, you will lead and optimize Jumia's last-mile delivery operations, ensuring exceptional customer experience through timely, accurate, and efficient order fulfillment. You will oversee delivery operations across multiple locations and regions, manage delivery teams, Regional Managers, and third-party logistics partners, and drive continuous improvement in delivery performance metrics.

What You Will Be Doing

• Lead and manage end-to-end door delivery operations across assigned territories, ensuring consistent service quality and on-time delivery performance.
• Lead and supervise a team of Regional Managers and, indirectly, Hub Managers, assigning daily tasks and setting priorities based on workload, customer requirements, and business goals.
• Oversee daily delivery operations, including route planning, driver allocation, capacity management, and delivery execution.
• Provide guidance, coaching, and performance feedback to enhance team productivity, conducting regular performance evaluations and identifying areas for development and recognition.
• Identify high-potential team members, implement succession planning, and cultivate leadership capabilities through structured onboarding, upskilling, and cross-functional training programs.
• Monitor performance against key KPIs — E2E delivery time, Pending Remittances, Closed Success Rate, Losses & Defectives, PUS Audit Score, and Customer Satisfaction — taking proactive corrective action to ensure targets are consistently met or exceeded.
• Lead periodic benchmarking exercises comparing operational performance against internal best practices and industry standards.
• Develop and implement Standard Operating Procedures (SOPs) to ensure consistency and operational excellence across all hubs and regions.
• Implement route optimization strategies to improve delivery efficiency, reduce costs, and minimize delivery times.
• Develop and execute contingency plans for peak periods, promotional events, and operational disruptions, including risk assessment protocols for weather, strikes, or system outages.
• Act as the escalation point for high-impact delivery issues, or operational disruptions.
• Build and maintain strategic relationships with third-party logistics partners, courier services, and delivery agents; onboard, manage, and evaluate 3PL contractors and ensure compliance with agreed service standards.
• Maintain a healthy pool of 3PL contractors and delivery associates (DAs), ensuring effective training and oversight of field operations.
• Coordinate closely with internal teams — First Mile, Warehouse Operations, Transport Management, 3PL, IT/Systems, Finance, Performance, Loss Management, and Customer Service — to ensure seamless operations.
• Develop and manage the door delivery operational budget, ensuring optimal resource allocation and cost efficiency; analyze delivery cost per package and implement strategies to reduce expenses without compromising service quality.
• Utilize data analytics to detect trends, identify bottlenecks, and drive informed decision-making; design and maintain dashboards, scorecards, and regular performance reports for leadership review.
• Champion the adoption of digital tools, including real-time dashboards and mobile applications for delivery associates, to improve accuracy, speed, and customer satisfaction.
• Lead customer experience initiatives, including delivery time slot management, real-time tracking, and proactive customer communication.
• Participate in medium- and long-term planning for delivery network expansion, capacity planning, and resource allocation; forecast demand and capacity needs considering seasonality and surge/peak periods.
• Handle escalations and resolve complex delivery issues affecting customer satisfaction.
• Prepare and present operational reports, insights, and recommendations to senior management.

What We Are Looking For

• Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• Experience in logistics, last-mile delivery, or supply chain operations, with at least 3 years in a managerial role.
• Proven track record of managing large-scale delivery operations in e-commerce, courier services, or retail distribution.
• Strong understanding of last-mile logistics, route optimization, and delivery network management.
• Experience managing both in-house delivery teams and third-party logistics partnerships.
• Excellent leadership and people management skills, with the ability to motivate and develop diverse teams.
• Strong analytical skills, with proficiency in data analysis and performance metrics tracking.
• Experience with logistics management systems, route optimization software, and tracking technologies.
• Solid understanding of budget management and cost optimization in logistics operations.
• Excellent problem-solving abilities, with the capacity to make quick decisions under pressure.
• Strong communication and stakeholder management skills.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and logistics software.
• Customer-centric mindset with a commitment to delivering exceptional service.
• Ability to work flexible hours, including weekends and holidays during peak periods.
• Experience in fast-paced, high-growth environments.
• Project management and process improvement expertise.

• Deadline for applications: 18-08-2026
• Round of Interviews:
  1. Technical Meeting with your potential manager
  2. Technical Meeting with your potential functional manager
  3. HR Meeting with our Talent Acquisition team