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 driver ops in new markets, including hiring, training, and SOP setup.- Pilot new delivery models (e.g., gig economy, EV fleets, dynamic routing).- Contribute to ops strategy, budgeting, and long-term planning.Must-have Skills:- 5+ years in operations/logistics/fleet management. (Warehouse management experience is not relevant)- Proven track record in driver performance management, SOP development, and escalation handling.- Solid analytical skills with KPI tracking & dashboards- Good stakeholder management and problem-solving ability- Ability to manage supply-demand balance and work in high-pressure environments.- Experience with route optimization software, fleet tracking systems, and CRM tools is a plus.

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