MANAGER

Job Summary:

The Delivery Operations Manager is responsible for overseeing daily delivery operations, ensuring efficient order fulfillment, maintaining service quality, managing staff, and achieving operational and customer satisfaction targets.

Key Responsibilities:

1. Manage the day-to-day operations of the delivery business.
2. Supervise and lead operations staff, dispatchers, warehouse personnel, and delivery riders/drivers.
3. Monitor delivery performance, including on-time delivery, productivity, and service quality.
4. Develop and implement operational procedures to improve efficiency and reduce costs.
5. Coordinate with Customer Service, Sales, Warehouse, and Logistics teams to ensure smooth operations.
6. Analyze operational data and prepare performance reports.
7. Manage workforce planning, scheduling, and performance evaluations.
8. Resolve operational issues, customer complaints, and service disruptions.
9. Ensure compliance with company policies, safety regulations, and legal requirements.
10. Control operational budgets and optimize resource utilization.
11. Lead continuous improvement initiatives and support business growth.

Qualifications:

1. Bachelor’s degree in Business Administration, Logistics, Supply Chain Management, or a related field.
2. 2 years up of experience in logistics, delivery, e-commerce, or operations management.
3. Strong leadership and people management skills.
4. Excellent problem-solving and decision-making abilities.
5. Good analytical and organizational skills.
6. Proficiency in Microsoft Office (especially Excel) and operational management systems.
7. Strong communication skills in English (additional languages are an advantage).

Key Performance Indicators (KPIs):

• On-time delivery rate
• Customer satisfaction (CSAT)
• Order fulfillment accuracy
• Delivery cost per order
• Fleet/rider productivity
• Complaint resolution rate
• Employee productivity and retention
• Operational budget adherence