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

nSOPs & OperationalExcellence
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

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 withlogistics, customer support, tech, and finance teams to ensure seamless ops execution. N
- Coordinate with productand 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 satisfa

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