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. 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. 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.