Requirements
- Bachelor’s degree in Business Administration, Logistics, Supply Chain, Operations Management, or a related field.
- 5+ years of experience in delivery operations, last-mile logistics, fleet operations, or a similar role.
- Experience managing a large number of drivers/riders.
- Experience in Food & Beverage, Quick Commerce, E-commerce, Logistics, or Delivery is highly preferred.
- Strong understanding of Last-Mile Delivery Operations.
- Experience working with delivery management, dispatching, or fleet management systems.
- Strong analytical and problem-solving skills.
- Strong knowledge of operational KPIs and performance management.
- Excellent leadership and people-management skills.
- Strong communication and coordination skills.
- Proficiency in Microsoft Excel and operational reporting tools.
- Ability to work in a fast-paced, multi-branch environment.
Delivery Operations Manager
Job Summary
We are looking for an experienced Delivery Operations Manager to oversee and manage the company’s end-to-end delivery operations, including driver performance, order dispatching, fleet utilization, delivery efficiency, and service quality.
The role will be responsible for ensuring smooth, cost-effective, and timely delivery operations across all branches while continuously improving operational performance and customer experience.
Key Responsibilities
- Manage the day-to-day delivery operations and ensure smooth execution across all branches.
- Lead and manage the company’s drivers/riders, including productivity, attendance, performance, and compliance.
- Monitor and improve key delivery KPIs such as:
- On-Time Delivery
- Delivery Time
- Orders per Driver
- Driver Utilization
- Cancellation Rate
- Customer Complaints
- Cost per Delivery
- Oversee order dispatching, allocation, and delivery tracking.
- Ensure efficient distribution of drivers based on order volume and peak periods.
- Analyze delivery demand and workforce requirements to ensure adequate driver coverage.
- Coordinate with Operations, Branches, Customer Experience, IT, and Finance to resolve delivery-related issues.
- Monitor driver performance and implement corrective actions and improvement plans when required.
- Identify opportunities to optimize routes, delivery zones, driver allocation, and fleet utilization.
- Manage delivery-related operational costs and identify opportunities for cost reduction.
- Ensure drivers comply with company policies, safety requirements, and operational procedures.
- Monitor vehicle/fleet availability and coordinate with the relevant teams regarding maintenance and operational issues.
- Develop and maintain SOPs and processes related to delivery operations.
- Prepare regular reports and dashboards covering delivery performance, driver productivity, costs, and operational trends.
- Analyze operational data and provide recommendations to improve efficiency and customer satisfaction.
- Support the launch of new branches and delivery zones from an operational perspective.
- Manage relationships with third-party delivery partners when required.
- Ensure a high level of customer experience throughout the delivery journey.
- Lead continuous improvement initiatives to enhance delivery speed, efficiency, and service quality.
Key Performance Indicators (KPIs)
- On-Time Delivery %
- Average Delivery Time
- Orders per Driver
- Driver Utilization %
- Delivery Cost per Order
- Driver Attendance & Availability
- Order Cancellation Rate
- Customer Delivery Complaints
- Failed Delivery Rate
- Fleet Utilization
- Driver Productivity
