Key Responsibilities:

Driver Ops & Performance Management
- Own end-to-end driver ops, including training, and retention.
- Develop and execute structured training programs aligned with safety, service, and compliance standards.
- Monitor and improve driver KPIs such as On-time delivery rate, utilization, pick up time, Safety incident frequency, Customer satisfaction scores
- Conduct regular performance reviews and implement coaching or corrective actions as needed.

SOPs & Operational Excellence
- Build, document, and continuously refine SOPs which can help in better allocation and better driver utlization
- Standardize escalation protocols, route planning procedures, and quality control checks.
- Champion a culture of operational excellence by identifying inefficiencies and deploying process improvements using Lean or Six Sigma principles.

Escalation & Incident Management
- Act as the primary escalation point for driver-related issues, service failures, and compliance breaches.
- Lead root cause analysis and implement preventive measures to reduce repeat incidents.




- Maintain detailed incident logs and ensure timely resolution to minimize service disruption.

Ops Analytics & KPI Reporting
- Own driver ops dashboards and reporting tools to track performance, compliance, and cost metrics.
- Analyze trends and surface actionable insights to leadership.
- Collaborate with data teams to automate reporting and improve visibility into key operational KPIs.

Cross-Functional Collaboration
- Work closely with logistics, customer support, tech, and finance teams to ensure seamless ops execution.
- Coordinate with product and engineering to improve driver-facing tools and workflows.

Customer Experience & Retention
- Lead customer escalation resolution with speed and empathy.
- Implement feedback loops to improve driver behavior and customer satisfaction.
- Support retention initiatives by aligning driver ops with customer-centric goals.

Strategic Ops Initiatives
- Launch

📌 City Manager- Fleet Operations (Pune)
🏢 Delhivery
📍 Pune