Cluster Operations Manager

Key Skills:

Roles & Responsibilities:

• Lead and manage a team of area managers to optimize operational efficiency and achieve performance targets.
• Liaise between the implementation team and operations strategy team to ensure effective order fulfillment, logistics, and customer experience.
• Conduct cost analysis, prepare reports, manage schedules, and oversee quality and process improvement initiatives.
• Design and execute employee retention plans while determining staffing and training needs across all operational areas.
• Improve systems, processes, and policies to enhance management reporting and business metrics.
• Ensure discipline among delivery executives, resolving disputes or strikes to maintain a healthy work environment.
• Support area managers in designing fair and motivating pay-out structures for delivery executives.
• Ensure flawless delivery service with a focus on real-time service levels, compliance, and schedule adherence.
• Meet or exceed customer satisfaction ratings for the delivery fleet in all assigned areas.
• Provide regular coaching, guidance, and feedback to area managers to drive performance and customer satisfaction.
• Conduct frequent hub visits to monitor compliance, evaluate operational standards, and resolve supervisor-related challenges.
• Strive for 100% compliance among delivery executives regarding uniforms and identification during deliveries.

Experience Requirement:

• 2 - 6 years of experience in cluster or operations management.
• Proven experience in leading teams, preferably in logistics, warehousing, or supply chain management.
• Strong background in process design, operations implementation, and performance optimization.
• Experience in managing cost structures, resource allocation, and operational efficiency.
• Hands-on expertise in dispute resolution, workforce management, and employee retention initiatives.
• Practical exposure to enhancing customer satisfaction through real-time operational improvements.
• Track record of collaborating with cross-functional teams to ensure seamless execution of strategies.

Education: