Cluster Operations Head

Ways of working : Mandate 3 –
Employees will work fulltime from their base location

About Swiggy
Swiggy is India's leading on-demand delivery platform with a tech-first approach to logistics and a solution-first approach to consumer demands. With a presence in 500+ cities across India, partnerships with hundreds of thousands of restaurants, an employee base of over 5000, a 2 lakh+ strong independent fleet of Delivery Executives, we deliver unparalleled convenience driven by continuous innovation. Built on the back of robust ML technology and fuelled by terabytes of data processed every day, Swiggy offers a fast, seamless and reliable delivery experience for millions of customers across India.

From starting out as a hyperlocal food delivery service in 2014, to becoming India's leading on-demand convenience platform today, our capabilities result not only in lightning-fast delivery for customers, but also in a productive and fulfilling experience for our employees.

Roles & Responsibilities

• You will lead a team of area managers to optimize efficiency of operations and achieve the performance target for these areas. You will assist the management in implementing new strategic initiatives as well as contribute with ideas for effectively scaling up the operations in these areas.
• You will liaise between the implementation team and the operations strategy team to ensure that all the areas under your focus on order fulfilment, logistics and customer experience.- You will be responsible for leading and managing a huge team, their performance, expectations and goals.
• Perform cost analysis and reporting as well as manage schedules, quality initiatives and process change initiatives. Design and manage execution of the employee retention plan; Responsible for deciding on the staffing and training requirements for all the areas under your purview.
• Improve the systems, processes and policies in the operations team to better support management reporting, information flow and relevant business metrics
• Ensure the fleet of delivery executives across areas are disciplined, and resolve disputes/strikes that may arise in these areas, warranting an efficient and healthy work environment.
• Support the area managers in the design and rollout of a pay-out structure that motivates and rewards the desired behaviours and performance of delivery executives
• Ensure a flawless delivery service for the customers in your areas with special focus on real time service levels and schedule adherence;
• Meet or exceed customer satisfaction rating target of the delivery fleet in all the areas under your purview
• Provide individual coaching feedback sessions, and have weekly one-on-ones with the area managers that focus on improving customer satisfaction
• Schedule frequent hub visits to ensure compliance in hub operations in all areas; Serve as a leader and point of contact as well as to address issues that are supervisor related or complex in nature
• Ensure that there are fewer delivery executive driven cancellations in your area. Strive for 100% compliance among delivery executives across areas on matters like wearing Swiggy T-shirts, bags and Id card while on delivery.

Desired Skills

• Prior experience in process design and operations implementation (preferably in logistics/supply chain management)
• Strong operational, analytical and numerical skills; Ability to use data effectively for devising operations strategy
• Strong time management skills and the ability to prioritize in order to meet daily, weekly, and long-term requirements and goals
• Must have ability to multi-task, manage multiple hubs and establish priorities
• Good leadership skills (Experience in managing blue-collared employees is a big plus)
• Passion to deliver a positive customer experience; Ability to maintain composure in difficult situations; Good communication skills
• Attention to detail and ability to critically think through and resolve problems

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regards to race, colour, religion, sex, disability status, or any other characteristic protected by the law"