Delivery Operations & Experience Manager

About This Role

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.