Delivery Operations&Experience Manager

<ul><li>Delivery Operations&Experience Management (Core Focus)</li><li>Own and continuously improve the full delivery journey across restaurants, couriers, and customers.</li><li>Ensure high delivery performance metrics including:</li><li>SLA compliance</li><li>Monitor live delivery performance and proactively resolve operational bottlenecks, escalations, and service disruptions.</li><li>Act as the primary escalation point for critical delivery incidents.</li><li>Analyze customer feedback, complaints, and service gaps to enhance the overall delivery experience.</li><li>Balance service quality with cost efficiency and operational scalability.</li><li>Live Operations Team Leadership</li><li>Lead, coach, and manage the Live Operations Specialists team responsible for:</li><li>Real-time courier tracking and monitoring</li><li>Managing delivery-related tickets and escalations</li><li>Supporting couriers and vendors during live operations</li><li>Define team KPIs, schedules, and performance standards.</li><li>Conduct performance reviews, coaching sessions, and improvement plans.</li><li>Ensure optimal staffing coverage aligned with peak demand periods.</li><li>Operations Analysis&Performance Management</li><li>Analyze operational workflows and identify inefficiencies or performance gaps.</li><li>Develop dashboards, reports, and performance metrics to monitor delivery health.</li><li>Track trends, root causes, and provide data-driven recommendations.</li><li>Conduct cost-benefit analyses for operational initiatives.</li><li>Support budgeting, forecasting, and resource planning.</li><li>Supply&Demand Planning</li><li>Own courier supply planning across cities and operational zones.</li><li>Forecast demand based on historical trends, seasonality, campaigns, and growth plans.</li><li>Coordinate internally to balance courier supply with order volume.</li><li>Mitigate risks related to courier shortages or oversupply.</li><li>Use real-time data to make proactive operational adjustments.</li><li>Oversee the Courier Training&Acquisition Officer to ensure:</li><li>Timely recruitment and onboarding</li><li>Standardized training programs (SOPs, product usage, service standards, compliance)</li><li>Ensure couriers meet operational, legal, and quality standards before activation.</li><li>Improve courier engagement, retention, and performance through structured initiatives.</li><li>Manage relationships with courier vendors, fleet partners, and third-party providers.</li><li>Monitor vendor performance against SLAs and KPIs.</li><li>Lead negotiations, performance reviews, and improvement plans.</li><li>Ensure cost control while maintaining high service quality and scalability.</li><li>Process Improvement&Operational Excellence</li><li>Design, document, and optimize delivery SOPs and workflows.</li><li>Identify inefficiencies and implement scalable improvements.</li><li>Collaborate with Product and Tech teams to enhance tools, automation, and dashboards.</li><li>Ensure operational readiness for new launches, cities, or product features.</li><li>Reporting&Stakeholder Communication</li><li>Prepare and present operational performance reports to senior leadership.</li><li>Provide actionable insights and strategic recommendations.</li><li>Act as a bridge between Operations, Product, Customer Support, and Commercial teams.</li></ul>#J-18808-Ljbffr