Home Delivery Operations Manager

Overview

Manager Operations--Home Delivery

1. Delivery Operations Management

• Oversee and manage end-to-end delivery operations across all outlets and brands.
• Ensure compliance with company standards, food safety regulations, and operational procedures.
• Maintain delivery infrastructure readiness, including staffing, systems, packaging, and logistics processes.
• Monitor and improve operational KPIs including SLA adherence, delivery delays, cancellations, refunds, customer ratings, and order accuracy.
• Identify and resolve operational bottlenecks in coordination with outlet management teams.
• Conduct regular operational audits to ensure consistency and service excellence.

2. Aggregator & Partner Management

• Manage relationships with third-party delivery aggregators and logistics partners.
• Negotiate commercial terms, commissions, service level agreements (SLAs), and partnership conditions.
• Monitor promotional campaigns, marketing activities, and platform visibility.
• Optimize advertising spend, discount structures, and promotional ROI.
• Ensure partner compliance and resolve operational or technical issues promptly.

3. Sales, Marketing & Growth

• Drive delivery sales growth and profitability across all brands and markets.
• Plan and execute delivery-focused marketing campaigns and promotional activities.
• Analyze campaign performance and implement strategies to maximize ROI.
• Support the development and expansion of dark kitchens and virtual brands.
• Optimize menu engineering, pricing strategies, and product availability to maximize revenue.

4. Customer Experience Management

• Manage and resolve escalated customer complaints related to delivery operations.
• Monitor customer feedback trends and implement continuous improvement initiatives.
• Ensure accurate documentation, tracking, and resolution of customer feedback and service issues.
• Maintain high customer satisfaction and service quality standards.

5. Reporting & Analytics

• Prepare and present daily, weekly, and monthly operational and commercial reports.
• Analyze sales performance, delivery KPIs, customer behavior, and operational trends.
• Provide actionable insights and recommendations to senior management for business improvement.
• Develop dashboards and performance tracking mechanisms to support data-driven decision-making.

6. Compliance & Quality Assurance

• Ensure adherence to company policies, operational standards, and regulatory requirements.
• Conduct regular audits and compliance checks across all delivery operations.
• Maintain and improve quality assurance processes to ensure consistent service standards.

7. Contract Management

• Manage contracts and agreements with delivery aggregators, logistics providers, and external partners.
• Track contract renewals, compliance obligations, and commercial performance.
• Ensure all agreements align with company objectives and operational requirements.

8. Strategic Planning & Expansion

• Support new outlet openings, market expansions, and brand launches.
• Conduct feasibility studies and operational assessments for new delivery initiatives.
• Identify opportunities for operational efficiency, automation, and continuous improvement.
• Contribute to long-term delivery growth strategies and business development initiatives.

Key Performance Indicators (KPIs)

• Delivery sales and order growth
• SLA and delivery time adherence
• Customer satisfaction and ratings
• Order accuracy and cancellation rates
• Refund and complaint reduction
• Cost control and operational efficiency
• Campaign performance and ROI
• Aggregator relationship performance
• Profitability of delivery operations

& Requirements

• Bachelor’s degree in Business Administration, Operations Management, Hospitality, or a related field.
• Minimum 10+ years of experience in delivery operations, food service, QSR, or multi-unit operations management.
• Strong understanding of delivery aggregators, food delivery platforms, and logistics operations.
• Proven experience in KPI management, sales growth, and operational optimization.
• Strong analytical, negotiation, and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Proficiency in reporting tools, Microsoft Excel, and operational dashboards.
• Ability to work in a fast-paced, multi-market environment.