Manager Operations

SUMMARY
The Home Delivery Operations Manager is responsible for overseeing last-mile delivery operations through third-party delivery partners, ensuring compliance with company standards, safety requirements, and customer service expectations. This role monitors operational performance, manages KPIs, conducts audits, oversees training and onboarding programs, resolves escalated issues, and drives continuous improvement initiatives to enhance delivery efficiency, customer satisfaction, and brand reputation.

Schedule : Tuesday to Saturday

RESPONSIBILITIES

Coordinate delivery operations with 3rd-party delivery partners, monitoring policy standards, tracking performance data and customer service feedback
Responsible for ensuring delivery driver compliance to Metro SOPs. Including monitoring policy standards, tracking performance data and customer service feedback.
Track and audit the driving, product handling and customer service skills of all delivery teams.
Through KPI monitoring and follow-up, the manager will be an advocate for the required professional behaviors and expectations set forth by Metro.
Manage driver activity ensuring drivers are following all warehouse procedures when in the warehouse.
Maintain vehicle records for Metro owned vehicles as well monitoring vehicle PM schedule, general maintenance, and repairs.
Assist in escalated CSR issues
Ensure end of day checklist is completed and signed off Send end of day report to all EDM managers at the end of each shift
Route Audits (random and unannounced delivery audits).
Collaboration, development and updating of delivery training materials.
Comprehensive knowledge of all Client/Retailer SOP’s.
Assist in the recruiting and onboarding of new Delivery Partners and Delivery staff.
NPS (customer feedback survey) awareness, auditing, and improvement programs.
Manage and document the initial, recurring and “as needed” training programs.
Identify and resolve product and property damage root causes.
Management of Delivery Partner recycling and waste responsibilities (sorting and offloading)
Manage Delivery Partner Returns processes (repackaging, concealed damage protocols)
Assist Compliance department with Delivery Partner documents and renewals (1st level of escalation).
Training of Delivery App (TMS) usage and compliance.
KPI audits and corrective action plans
Regular participation in dock meetings and load outs.
Develop claims mitigation and resolution programs.
Assist Delivery Partners with resource guidance (contingency planning, business guidance, etc.).
Ensure the company’s brand and reputation is upheld (100% uniform compliance, clean truck policy, safety etc.)
Other duties as assigned

EDUCATION

High school diploma/GED require

EXPERIENCE

Previous experience as an Operations Manager or a similar leadership position
5 years of proven success in Supply Chain or similar industry
Must be able to communicate effectively in English in both written and oral forms

COMPETENCIES

Customer Centricity
Fostering Culture
Collaboration
Problem Solving & Decision Making
Managing Through Change
Developing Self & Others
Planning & Results Orientation
Communication
Always Improving Mindset
Business & Financial Savvy