Delivery Supervisor

About this opportunity

Delivery Operations ManagerJob Summary We are looking for an experienced Delivery Operations Manager to oversee and manage the company’s end-to-end delivery operations, including driver performance, order dispatching, fleet utilization, delivery efficiency, and service quality. The role will be responsible for ensuring smooth, cost-effective, and timely delivery operations across all branches while continuously improving operational performance and customer experience. Key Responsibilities Manage the day-to-day delivery operations and ensure smooth execution across all branches. Lead and manage the company’s drivers/riders, including productivity, attendance, performance, and compliance. Monitor and improve key delivery KPIs such as: On-Time Delivery Delivery Time Orders per Driver Driver Utilization Cancellation Rate Customer Complaints Cost per Delivery Oversee order dispatching, allocation, and delivery tracking. Ensure efficient distribution of drivers based on order volume and peak periods. Analyze delivery demand and workforce requirements to ensure adequate driver coverage. Coordinate with Operations, Branches, Customer Experience, IT, and Finance to resolve delivery-related issues. Monitor driver performance and implement corrective actions and improvement plans when required. Identify opportunities to optimize routes, delivery zones, driver allocation, and fleet utilization. Manage delivery-related operational costs and identify opportunities for cost reduction. Ensure drivers comply with company policies, safety requirements, and operational procedures. Monitor vehicle/fleet availability and coordinate with the relevant teams regarding maintenance and operational issues. Develop and maintain SOPs and processes related to delivery operations. Prepare regular reports and dashboards covering delivery performance, driver productivity, costs, and operational trends. Analyze operational data and provide recommendations to improve efficiency and customer satisfaction. Support the launch of new branches and delivery zones from an operational perspective. Manage relationships with third-party delivery partners when required. Ensure a high level of customer experience throughout the delivery journey. Lead continuous improvement initiatives to enhance delivery speed, efficiency, and service quality. Key Performance Indicators (KPIs) On-Time Delivery % Average Delivery Time Orders per Driver Driver Utilization % Delivery Cost per Order Driver Attendance & Availability Order Cancellation Rate Customer Delivery Complaints Failed Delivery Rate Fleet Utilization Driver Productivity Requirements Requirements Bachelor’s degree in Business Administration, Logistics, Supply Chain, Operations Management, or a related field. 5+ years of experience in delivery operations, last-mile logistics, fleet operations, or a similar role. Experience managing a large number of drivers/riders. Experience in Food & Beverage, Quick Commerce, E-commerce, Logistics, or Delivery is highly preferred. Strong understanding of Last-Mile Delivery Operations. Experience working with delivery management, dispatching, or fleet management systems. Strong analytical and problem-solving skills. Strong knowledge of operational KPIs and performance management. Excellent leadership and people-management skills. Strong communication and coordination skills. Proficiency in Microsoft Excel and operational reporting tools. Ability to work in a fast-paced, multi-branch environment.