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

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

nEscalation & Incident Management
n
- n
- Act as the primary escalation point for driver-related issues, service failures, and compliance breaches.n




- Lead root cause analysis and implement preventive measures to reduce repeat incidents.n
- Maintain detailed incident logs and ensure timely resolution to minimize service disruption.n

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

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

nCustomer Experience & Retention
n
- n
- Lead customer escalation resolution with speed and empathy.n
- Implement feedback loops to improve driver behavior and customer satisfaction.n
- Support r

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