Senior Manager- Dark Store Operations
2 days ago
Role & Responsibilities:
Rider Management & Onboarding:
Recruit, onboard, and train delivery riders
Maintain an updated database of active riders and their documentation
Shift & Roster Planning:
Plan and manage rider shifts to ensure adequate coverage based on order volume forecasts.
Manage attendance, time-tracking, and shift compliance.
Performance Monitoring:
Monitor key delivery metrics On-Time Delivery (OTD), delivery turnaround time, cancellations, and customer feedback.
Identify low-performing riders and provide coaching or escalate as needed.
Operational Efficiency:
Coordinate with dark store staff and dispatchers to ensure timely rider handoffs.
Optimize rider routes and batch orders when possible for maximum efficiency.
Issue Resolution:
Act as the first point of contact for rider escalations, accidents, or delivery failures.
Collaborate with support teams to resolve payment, attendance, and rider app-related issues.
Compliance & Safety:
Ensure all riders follow safety protocols, grooming standards, and compliance guidelines.
Conduct periodic audits of rider behavior and delivery SOP adherence.
Vendor Coordination:
Liaise with third-party logistics partners (3PLs), if applicable, for capacity planning and quality control.
Qualifications:
- Bachelor's degree in Logistics, Supply Chain, Business, or related field preferred.
- 1–3 years of experience in last-mile logistics, preferably in quick commerce or e-grocery operations.
- Hands-on experience with fleet or rider management platforms is a plus.
- Basic knowledge of delivery operations and KPIs.
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