Manager Delivery Operations

Gourmet Investments; Gurugram District; On-site; INR 2,800,000 - 3,800,000; Full time

Job summary

Gourmet Investments is seeking a Manager Delivery Operations to lead delivery and dine-in performance across its restaurant portfolio. The role focuses on improving delivery metrics, managing aggregator partnerships, and optimizing delivery costs while ensuring a consistent customer experience across locations.

You will collaborate with operations, marketing, finance and technology teams to implement data-driven improvements, oversee onboarding, and influence initiatives that boost delivery

Responsibilities

• End-to-end delivery operations across the restaurant network and drive key delivery KPIs.
• Monitor Zomato, Swiggy and other aggregator performance, including sales, orders, commissions, discounts and visibility.
• Drive improvement in delivery time, order acceptance, order rejection, cancellation and customer complaints.
• Analyze delivery performance and identify opportunities to improve unit economics and contribution margins.
• Work closely with restaurant operations, marketing, finance and technology teams to improve delivery performance.
• Develop and track city/store-level delivery dashboards and KPIs and conduct regular performance reviews.
• Partner with aggregators to negotiate commercials, campaigns, promotions and operational improvements.
• Identify opportunities to improve delivery coverage, customer retention, repeat orders and overall delivery revenue.
• Support new store launches by ensuring delivery readiness, aggregator onboarding and appropriate delivery processes.
• Drive initiatives around packaging, order accuracy, service quality and last-mile efficiency.
• Ensure adherence to defined SOPs and service-level standards across restaurants.
• Prepare regular management reports highlighting business performance, challenges and action plans.

Job description

Role Overview

We are looking for a Manager Delivery Operations to drive and manage the delivery business & Dine-in across our restaurant portfolio. The role will be responsible for improving delivery performance, managing aggregator partnerships, optimizing delivery costs and ensuring a consistent customer experience across locations.

Key Responsibilities

• Manage end-to-end delivery operations across the restaurant network and drive key delivery KPIs.
• Monitor Zomato, Swiggy and other aggregator performance, including sales, orders, commissions, discounts and visibility.
• Drive improvement in delivery time, order acceptance, order rejection, cancellation and customer complaints.
• Analyze delivery performance and identify opportunities to improve unit economics and contribution margins.
• Work closely with restaurant operations, marketing, finance and technology teams to improve delivery performance.
• Develop and track city/store-level delivery dashboards and KPIs and conduct regular performance reviews.
• Partner with aggregators to negotiate commercials, campaigns, promotions and operational improvements.
• Identify opportunities to improve delivery coverage, customer retention, repeat orders and overall delivery revenue.
• Support new store launches by ensuring delivery readiness, aggregator onboarding and appropriate delivery processes.
• Drive initiatives around packaging, order accuracy, service quality and last-mile efficiency.
• Ensure adherence to defined SOPs and service-level standards across restaurants.
• Prepare regular management reports highlighting business performance, challenges and action plans.