Senior Rider Cluster Manager

Zepto; Mumbai; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A leading delivery service is seeking a Senior Rider Cluster Manager to oversee rider operations across multiple clusters in Mumbai, India. The role focuses on rider capacity planning, productivity, and people leadership, ensuring efficient last-mile delivery through strong analytical and managerial skills. The ideal candidate will have experience in rider operations management and a proven ability to mentor teams for success. This position offers a dynamic environment with substantial impact on service delivery performance.

Qualifications

• Experience in managing rider operations across multiple clusters.
• Strong analytical skills for data-driven decision-making.
• Proven track record in people leadership and team management.

Responsibilities

• Own end-to-end rider operations across assigned clusters.
• Drive rider productivity, attendance, and order fulfillment metrics.
• Plan rider capacity in line with demand forecasts.
• Lead and mentor Cluster Managers and Rider Operations Managers.
• Plan rider capacity in line with demand forecasts, seasonality, and business growth
• Optimize rider deployment, shift planning, and route allocation
• Balance cost, utilization, and service levels across clusters
• Work closely with central planning and control tower teams
• Lead, mentor, and manage Cluster Managers / Rider Operations Managers
• Drive hiring, onboarding, training, and ramp-up of riders

Job description

Role Overview

We are looking for a high-impact Senior Rider Cluster Manager to lead and manage rider operations across multiple clusters/regions. The role is responsible for rider capacity planning, productivity, service levels, cost control, and people leadership. This position plays a critical role in ensuring last-mile excellence through strong execution, data-driven decision-making, and on-ground leadership.

The Senior Rider Cluster Manager acts as the bridge between central planning, city leadership, and field execution, owning end-to-end rider performance and experience.

Key Responsibilities

Rider Operations & Performance Management

• Own end-to-end rider operations across assigned clusters
• Drive rider productivity, attendance, login hours, and order fulfillment metrics
• Ensure SLA adherence for delivery timelines, cancellations, and customer experience
• Monitor daily performance dashboards and take corrective actions proactively

Capacity Planning & Utilization

• Plan rider capacity in line with demand forecasts, seasonality, and business growth
• Optimize rider deployment, shift planning, and route allocation
• Balance cost, utilization, and service levels across clusters
• Work closely with central planning and control tower teams

People Leadership & Engagement

• Lead, mentor, and manage Cluster Managers / Rider Operations Managers
• Drive hiring, onboarding, training, and ramp-up of riders