Operations Executive

Stonehill Solutions; Ahmedabad District; On-site; INR 400,000 - 650,000; Full time

Job summary

Stonehill Solutions in Ahmedabad, Gujarat, seeks an Operations Specialist to oversee real-time driver dispatch, manage escalations, and ensure KPIs are met. You will coordinate with partners, support teams, and customers, using Zendesk for ticketing and reporting.

Ideal candidate has 2–3 years in operations/driver support within logistics or mobility, excellent communication, and a proactive customer-service mindset in a fast-paced environment.

Qualifications

• Bachelor's degree required.
• 2–3 years in Operations/Customer/Driver Support in logistics or mobility.
• Hands-on Zendesk experience mandatory.
• Strong communication and escalation handling skills.

Responsibilities

• Manage real-time driver dispatch and monitor live operations to meet KPIs.
• Oversee daily operations and act as primary contact for chauffeurs and partners.
• Build and maintain relationships with strategic partners.
• Coordinate with supply and account management teams for seamless operations.
• Monitor chauffeur performance, attendance, and conduct.
• Ensure alignment with client requirements and service standards.
• Handle customer and driver queries, support requests, and escalations promptly.
• Use Zendesk to manage, track, and resolve tickets with accurate records.
• Collaborate with supporting departments to generate operational reports.
• Maintain and manage subscriptions according to customer demand and operational needs.

Skills

Operations

Customer support

Driver support

Communication

Team coordination

Education

Bachelor's Degree

Tools

Zendesk

Job description

Responsibilities

• Manage real-time driver dispatch, monitor live operations, resolve escalations, and ensure a seamless customer and driver experience while meeting operational KPIs.
• Oversee daily operations and act as the primary point of contact for chauffeurs and key partners.
• Build and maintain strong relationships with strategic partners.
• Coordinate with supply and account management teams to ensure seamless operations.
• Monitor chauffeur performance, attendance, and professional conduct.
• Ensure alignment with client-specific requirements and service standards.
• Handle customer and driver queries, support requests, and escalations, ensuring timely and effective resolution.
• Use Zendesk to manage, track, and resolve customer and driver support tickets while maintaining accurate records and timely follow-ups.
• Collaborate with supporting departments to generate accurate operational reports.
• Maintain and manage subscriptions according to customer demand and operational needs.

Requirements

• Bachelor's Degree.
• 2-3 years of experience in Operations, Customer Support, Driver Support, or a similar role, preferably within the Logistics, Mobility, Transportation, Ride-Hailing, or Quick Commerce industry.
• Hands-on experience working with Zendesk is mandatory.
• Strong experience in handling support tickets, customer/driver queries, escalations, and issue resolution through Zendesk.
• Experience in live driver dispatch, route planning, driver allocation, shift operations, incident management, driver support, customer service, or fleet coordination.
• Excellent written and verbal communication, presentation, and interpersonal skills.
• Strong sense of initiative and customer service orientation.
• Ability to adapt and achieve targets in a dynamic, fast-paced working environment.
• Experience with online marketplaces is desirable.
• A keen interest in the Transportation / Mobility industry.

Preferred Industries

• Ride-Hailing
• Quick Commerce
• Logistics
• Last-Mile Delivery
• Fleet Management
• Mobility
• Transportation