Operations Executive

23 hours ago

Bengaluru, Karnataka, India Iccs Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Description Operations Executive (Cabs)

Position: Operations Executive – Cabs

Department: Operations / Ground Transport

Reporting to: Senior Operations Manager

Role Overview

The Operations Executive will be responsible for ensuring smooth day-to-day execution of cab bookings,

vendor coordination, driver management, and customer satisfaction. This role requires strong problem-solving

skills, real-time decision-making, and operational excellence to ensure timely cab deployment and service

quality.

Key Responsibilities

1. Booking Fulfilment & Execution

  • Monitor all incoming cab bookings (B2B/B2C/Corporate).
  • Assign and coordinate with vendors/drivers to ensure timely cab allocation.
  • Track live trips, ensure punctual pickup/drop, and resolve any en-route issues.
  • Handle cancellations, rescheduling, and special requests efficiently.

2. Vendor & Driver Management

  • Maintain strong relationships with cab vendors and drivers.
  • Ensure vendor compliance with company policies, pricing, and service standards.
  • Track driver performance, availability, and adherence to safety and quality norms.
  • Escalate and resolve vendor/driver grievances as required.

3. Customer Experience & Issue Resolution

  • Act as the first point of contact for customers during trip escalations.
  • Manage complaints related to delays, driver behavior, vehicle quality, or booking discrepancies.
  • Coordinate with support teams to close customer issues within SLAs.
  • Collect feedback and ensure continuous improvement in service delivery.

4. Operations Monitoring & Reporting

  • Monitor daily trip performance (on-time %, cancellations, service failures).
  • Highlight recurring operational challenges and suggest process improvements.
  • Support in demand forecasting and capacity planning during peak/seasonal periods.

5. Compliance & Safety

  • Adhere to SOPs for emergency handling, breakdown support, and safety incidents.

Requirements

Education & Experience

  • Bachelor's degree (preferred: Business, Operations, Logistics, or related field).
  • 1–3 years of experience in cab operations, transport, logistics, or travel industry.
  • Freshers with strong communication & problem-solving skills may also be considered.

Skills & Competencies

  • Strong communication skills (Hindi, English, local language).
  • Ability to work in a high-pressure, real-time environment.
  • Proficiency in MS Excel, Google Sheets, and operations dashboards.
  • Customer-first mindset with strong problem-solving ability.
  • Willingness to work in shifts/weekends (24x7 operations environment).

Performance Metrics (KPIs)

  • On-time booking fulfilment rate.
  • Vendor/driver compliance and availability.
  • % of successful trips vs. cancellations.

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