Senior Manager- City Fleet Operations

Key Responsibilities:

Driver Ops & Performance Management

• Own end-to-end driver ops, including training, and retention.
• Develop and execute structured training programs aligned with safety, service, and compliance standards.
• Monitor and improve driver KPIs such as On-time delivery rate, utilization, pick up time, Safety incident frequency, Customer satisfaction scores
• Conduct regular performance reviews and implement coaching or corrective actions as needed.

SOPs & Operational Excellence

• Build, document, and continuously refine SOPs which can help in better allocation and better driver utlization
• Standardize escalation protocols, route planning procedures, and quality control checks.
• Champion a culture of operational excellence by identifying inefficiencies and deploying process improvements using Lean or Six Sigma principles.

Escalation & Incident Management

• Act as the primary escalation point for driver-related issues, service failures, and compliance breaches.
• Lead root cause analysis and implement preventive measures to reduce repeat incidents.
• Maintain detailed incident logs and ensure timely resolution to minimize service disruption.

Ops Analytics & KPI Reporting

• Own driver ops dashboards and reporting tools to track performance, compliance, and cost metrics.
• Analyze trends and surface actionable insights to leadership.
• Collaborate with data teams to automate reporting and improve visibility into key operational KPIs.

Cross-Functional Collaboration

• Work closely with logistics, customer support, tech, and finance teams to ensure seamless ops execution.
• Coordinate with product and engineering to improve driver-facing tools and workflows.

Customer Experience & Retention

• Lead customer escalation resolution with speed and empathy.
• Implement feedback loops to improve driver behavior and customer satisfaction.
• Support retention initiatives by aligning driver ops with customer-centric goals.

Strategic Ops Initiatives

• Launch driver ops in new markets, including hiring, training, and SOP setup.
• Pilot new delivery models (e.g., gig economy, EV fleets, dynamic routing).
• Contribute to ops strategy, budgeting, and long-term planning.

Must-have Skills:

• 5+ years in operations/logistics/fleet management. (Warehouse management experience is not relevant)
• Proven track record in driver performance management, SOP development, and escalation handling.
• Strong analytical skills with KPI tracking & dashboards
• Good stakeholder management and problem-solving ability
• Ability to manage supply-demand balance and work in high-pressure environments.
• Experience with route optimization software, fleet tracking systems, and CRM tools is a plus.