مشرف عمليات التوصيل

Job 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.