Job Description

Key Responsibilities:

n

Driver 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 scores
n
- Conduct regular performance reviews and implement coaching or corrective actions as needed.
n

n

SOPs & Operational Excellence

n

n
- Build, document, and continuously refine SOPs which can help in better allocation and better driver utlization
n
- 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

n

Escalation & 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

n

Ops 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

n

Cross-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

n

Customer 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 retention initiatives by aligning driver ops with customer-centric goals.
n

n

Strategic Ops Initiatives

n

n
- Launch driver ops in new markets, including hiring, training, and SOP setup.
n
- Pilot new delivery models (e.g., gig economy, EV fleets, dynamic routing).
n
- Contribute to ops strategy, budgeting, and long-term planning.
n

n

Must-have Skills:

n

n
- 5+ years in operations/logistics/fleet management. (Warehouse management experience is not relevant)
n
- Proven track record in driver performance management, SOP development, and escalation handling.
n
- Robust analytical skills with KPI tracking & dashboards
n
- Good stakeholder management and problem-solving ability
n
- Ability to manage supply-demand balance and work in high-pressure environments.
n
- Experience with route optimization software, fleet tracking systems, and CRM tools is a plus.
n

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