Home Delivery Operations Manager

1 week ago

Kuwait City, Al Asimah beBee Careers Full time
Job Summary:
As a Home Delivery Fleet Coordinator, you will play a critical role in ensuring the efficient and timely delivery of goods to customers. This position involves managing drivers, optimizing store-level performance, and improving customer experience. You will be responsible for vendor coordination, driver productivity, and cost control through effective rostering and area mapping.

Main Responsibilities:
  • Monitor day-to-day operations and on-time delivery performance for assigned stores.
  • Perform detailed store audits periodically using the company's system/app and follow up on audit open points till closure.
  • Evaluate delays due to preparation and collaborate with other teams to resolve issues.
  • Manage driver performance and compliance for allocated stores, including monitoring driver issues and taking disciplinary actions when necessary.
  • Create and manage driver rosters with proper allocation of shifts, breaks, and off-days for assigned stores.
  • Negotiate rates with vendors during contract renewal and identify better vendors in the market.
  • Analyze peak hour performance for assigned stores and increase driver productivity accordingly.
  • Improve rider quality by monitoring behavior, appearance, professionalism, and presentation, as well as ensuring drivers follow safety guidelines.
  • Conduct periodic driver briefings and recognize top performers for each store.
  • Develop a performance improvement plan to enhance the performance of low-performing stores and riders.
  • Monitor the Voice of Customer (VOC) dashboard, reports, and reduce delivery complaints originating from customers.
  • Review peak hour assignment times and take action to reduce assignment time through proper rostering, absenteeism, and covering peak hours.
  • Examine high drive time areas and area mapping for assigned stores, making changes as needed.
  • Decrease customer contact rates for all channels for assigned stores.
  • Reduce transfer of orders for assigned stores by reworking area mapping.

Key Performance Indicators:
- Delightful delivery experience for customers
- Reduced Home Delivery costs by increasing utilization/effectiveness
- Standardized last mile processes across stores
- Last mile operations implemented and executed in every market during expansion and growth

Requirements:
  • High School Diploma; Bachelor's degree preferred
  • 2+ years of experience in food/grocery/logistics industry highly preferred
  • People management skills: Experience of managing a bigger group of drivers
  • Proficient in MS Excel and Google Suite tools like GDoc, GSheet, GSlides, GForms, etc.
  • Strong communication skills, both written and verbal, in English and Urdu; Arabic is a plus
  • Influencer and negotiation skills, with good public speaking and presentation skills
  • Proven experience of 2+ years in E-commerce or Last Mile/Logistics/Marketplace with at least 2 years in Food/Grocery E-commerce
  • Proven experience in working and managing drivers, being directly responsible for customer experience and cost metrics

Preferred Skills:
  • Excellent problem-solving and analytical skills, with eagerness to be directly involved in field operations by training, mentoring, and ensuring executions on the floor
  • Intermediate Excel and data interpretation/data analysis skills
  • Exceptional implementation skills in operations of last mile logistics
  • Ability to speak in Arabic/Hindi/Urdu is a plus
  • Ability to engage, collaborate, and negotiate with both internal and external stakeholders
  • Exceptional communication and influencing skills
  • Result-driven individual with the will to learn quickly
  • English (Full professional proficiency - Required) Arabi/Hindi/Urdu (Professional efficiency – Advantage)

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