Manager - Delivery Operation

As a Delivery Operations Manager, you will be responsible for overseeing the daily delivery operations of multiple outlets, ensuring timely and accurate order fulfillment. Your role will involve monitoring key performance indicators such as delivery time, order accuracy, customer satisfaction, and cost per delivery. Implementing standard operating procedures for delivery processes, packaging standards, and hygiene protocols will be essential to ensure smooth operations. Collaborating with third-party agencies and delivery partners will be a crucial aspect of your role to maintain a seamless delivery operation. You will work closely with the point of contact of delivery partners to enhance performance and address any operational challenges. Identifying bottlenecks and implementing process improvements to enhance efficiency and reduce delivery time and cost will be part of your responsibilities. In terms of team management, you will recruit, train, and supervise delivery coordinators, packing staff, and delivery executives. Conducting regular performance reviews, providing coaching for continuous improvement, and ensuring compliance with safety standards and local regulations will be vital to maintain a high level of service quality. When it comes to customer experience, you will be responsible for resolving escalated delivery-related customer complaints with empathy and urgency. Analyzing feedback trends to enhance the delivery experience and packaging quality will be crucial for improving customer satisfaction. Collaboration with marketing and customer service teams on loyalty and feedback initiatives will also be part of your responsibilities. You should have at least 5 years of experience in delivery/logistics operations, preferably in the food service or retail industry. Prior experience in managing restaurant delivery operations or cloud kitchen models is preferred. Strong analytical skills, familiarity with delivery tech platforms, excellent communication, leadership, and problem-solving abilities are essential for this role. Proficiency in restaurant management software, online delivery platform operations, and office suite is required. Proficiency in English, Malayalam, and Hindi languages is preferred. This is a full-time, permanent position with food provided as a benefit. You must have a minimum of 4 years of experience in the restaurant industry and 5 years in food service delivery. Proficiency in Hindi is preferred, and the work location is in person.,