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Delivery Operations & Experience Manager
Key Responsibilities
- Delivery Operations & Experience Management (Core Focus)
- Own and continuously improve the full delivery journey across restaurants, couriers, and customers.
- Ensure high delivery performance metrics including:
- On-time delivery rate
- Courier utilization
- Order fulfillment rate
- SLA compliance
- Monitor live delivery performance and proactively resolve operational bottlenecks, escalations, and service disruptions.
- Act as the primary escalation point for critical delivery incidents.
- Analyze customer feedback, complaints, and service gaps to enhance the overall delivery experience.
- Balance service quality with cost efficiency and operational scalability.
- Live Operations Team Leadership
- Lead, coach, and manage the Live Operations Specialists team responsible for:
- Real-time courier tracking and monitoring
- Managing delivery-related tickets and escalations
- Supporting couriers and vendors during live operations
- Define team KPIs, schedules, and performance standards.
- Conduct performance reviews, coaching sessions, and improvement plans.
- Ensure optimal staffing coverage aligned with peak demand periods.
- Lead, coach, and manage the Live Operations Specialists team responsible for:
- Operations Analysis & Performance Management
- Analyze operational workflows and identify inefficiencies or performance gaps.
- Develop dashboards, reports, and performance metrics to monitor delivery health.
- Track trends, root causes, and provide data-driven recommendations.
- Conduct cost-benefit analyses for operational initiatives.
- Support budgeting, forecasting, and resource planning.
- Supply & Demand Planning
- Own courier supply planning across cities and operational zones.
- Forecast demand based on historical trends, seasonality, campaigns, and growth plans.
- Coordinate internally to balance courier supply with order volume.
- Mitigate risks related to courier shortages or oversupply.
- Use real-time data to make proactive operational adjustments.
- Courier Acquisition & Training Oversight
- Oversee the Courier Training & Acquisition Officer to ensure:
- Timely recruitment and onboarding
- Standardized training programs (SOPs, product usage, service standards, compliance)
- Ensure couriers meet operational, legal, and quality standards before activation.
- Improve courier engagement, retention, and performance through structured initiatives.
- Oversee the Courier Training & Acquisition Officer to ensure:
- Vendor & Partner Management
- Manage relationships with courier vendors, fleet partners, and third-party providers.
- Monitor vendor performance against SLAs and KPIs.
- Lead negotiations, performance reviews, and improvement plans.
- Ensure cost control while maintaining high service quality and scalability.
- Process Improvement & Operational Excellence
- Design, document, and optimize delivery SOPs and workflows.
- Identify inefficiencies and implement scalable improvements.
- Collaborate with Product and Tech teams to enhance tools, automation, and dashboards.
- Ensure operational readiness for new launches, cities, or product features.
- Reporting & Stakeholder Communication
- Prepare and present operational performance reports to senior leadership.
- Provide actionable insights and strategic recommendations.
- Act as a bridge between Operations, Product, Customer Support, and Commercial teams.
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