City Operations Manager- Fleet Supply

Delhivery; Bengaluru; Hybrid; INR 1,400,000 - 2,200,000; Full time

Job summary

Delhivery in Bengaluru is seeking an experienced Driver Ops & Performance Manager to lead end-to-end driver operations, training, and retention. You will develop SOPs, monitor KPIs, and drive improvements across escalation, routing, and customer experience.

The role requires strong analytics, stakeholder management, and the ability to scale operations in a fast-paced logistics environment. You will partner with product, engineering, and support teams to optimize driver tools and processes.

Qualifications

• 5+ years in operations/logistics/fleet management.
• Proven track record in driver performance management, SOP development, and escalation handling.
• Strong analytical skills with KPI tracking and dashboards.
• Good stakeholder management and problem-solving ability.
• Ability to manage supply-demand balance and work in high-pressure environments.

Responsibilities

• 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.
• Build, document, and continuously refine SOPs for better allocation and driver utilization.
• 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.
• 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.
• 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.
• 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.
• 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.
• Launch driver ops in new markets, including hiring, training, and SOP setup.
• Pilot new delivery models (gig economy, EV fleets, dynamic routing).
• Contribute to ops strategy, budgeting, and long-term planning.

Skills

Operations

Driver performance

SOP development

Escalation handling

KPI tracking

Stakeholder mgmt

Route optimization

Fleet tracking

CRM tools

Tools

Route optimization software

Fleet tracking systems

CRM tools

Job description

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.ab