Key Responsibilities: /n Driver Ops & Performance Management /n /n

- Own end-to-end driver ops, including training, and retention.

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- Develop and execute structured training programs aligned with safety, service, and compliance standards.

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- Monitor and improve driver KPIs such as On-time delivery rate, utilization, pick up time, Safety incident frequency, Customer satisfaction scores

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- 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

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- Standardize escalation protocols, route planning procedures, and quality control checks.

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- 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.

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- Lead root cause analysis and implement preventive measures to reduce repeat incidents.

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- 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.

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- Analyze trends and surface actionable insights to leadership.

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- 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.

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- 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.

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- Implement feedback loops to improve driver behavior and customer satisfaction.

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- 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.

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- Pilot new delivery models (e.g., gig economy, EV fleets, dynamic routing).

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- 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)

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- Proven track record in driver performance management, SOP development, and escalation handling.

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- Robust analytical skills with KPI tracking & dashboards

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- Good stakeholder management and problem-solving ability

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- Ability to manage supply-demand balance and work in high-pressure environments.

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- Experience with route optimization software, fleet tracking systems, and CRM tools is a plus.

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