Operations Lead (Rider and Delivery Operations)

CTT.Synergy Corporation; Metro Manila; On-site; PHP 700,000 - 1,300,000; Full time

Benefits offered by this job

Flexible Work Arrangements

30 Leave Credits

Allowances

HMO and Insurance Coverage

Learning and Development

Performance Management Increases

Job summary

CTT.Synergy Corporation is seeking an Operations Manager (Logistics & Rider Operations) to lead daily order fulfillment, last-mile delivery, and rider fleet management for the online grocery business.

You will optimize routes, ensure on-time deliveries, and maintain high customer satisfaction. Role requires 5+ years in logistics with strong leadership and data analytics skills. Competitive compensation and growth opportunities available.

Qualifications

• 5+ years of operational experience in logistics, last-mile delivery, or online platforms.
• Bachelor’s degree in a related field as stated.
• Experience managing large teams of drivers and operations staff.

Responsibilities

• Oversee last-mile delivery operations from hubs to customer doorsteps.
• Manage rider fleet lifecycle including recruitment, training, and scheduling.
• Coordinate with warehousing for smooth handoffs and dispatch efficiency.
• Track metrics like cost per delivery, on-time rate, and utilization.
• Resolve delivery issues with customer support and drive improvements.

Skills

Operational leadership

Fleet management

Data reporting

Communication & negotiation

Problem solving

Education

Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, Industrial Engineering, or related field

Tools

Last-Mile Delivery Software

Fleet Management Systems (FMS)

Dispatching Tools

Google Workspace

Excel

Job description

The Operations Manager (Logistics & Rider Operations) leads, optimizes, and scales daily order fulfillment, last-mile delivery, and rider fleet management for the online grocery business. This role ensures fast, accurate, and cost-effective deliveries while maintaining high customer satisfaction and efficient operational workflows.

Key Responsibilities & Scope of Work

• Last-Mile & Delivery Logistics
  • Oversee order routing, batching, dispatching, and delivery execution from dark stores or fulfillment hubs to customer doorsteps.
  • Optimize delivery routes, reduce turnaround times, and maintain target On-Time delivery rates.
  • Monitor real-time fleet operations, handle traffic/weather disruptions, and address failed delivery attempts.
• Rider Fleet Management
  • Manage the end-to-end rider lifecycle: recruitment, onboarding, training, scheduling, performance monitoring, and retention.
  • Enforce safety protocols, service quality guidelines, and proper handling of perishable/cold-chain grocery items.
  • Design rider compensation structures, incentive programs, and penalty rules to boost performance and reduce churn.
• Hub Operations & Order Handoff
  • Coordinate with warehouse/store teams to ensure smooth handoff between order pickers/packers and delivery riders.
  • Track staging times and eliminate bottlenecks at dispatch stations.
• Performance & Data Analytics
  • Track and report key operational metrics (e.g., Cost Per Delivery, On-Time Delivery Rate, Order Fulfillment Time, Rider Utilization, Order Accuracy).
  • Utilize data insights to improve route efficiency, reduce delivery costs, and forecast fleet capacity during peak hours or sales events.
• Customer Satisfaction & Support Escalation
  • Work with customer support to resolve delivery complaints, missing/damaged items, and late deliveries.
  • Implement continuous improvement processes based on customer feedback and NPS scores.

Candidate Qualifications & Skills

• Experience: 5+ years of operational experience in logistics, last-mile delivery, e-commerce, express logistics, quick-commerce, or online delivery platforms.
• Education: Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, Industrial Engineering, or a related field.
• Leadership & Fleet Management: Proven experience managing large teams of ground operational staff and rider fleets (both in-house and third-party logistics partners).
• Technical Proficiency: Hands‑on experience with Last‑Mile Delivery Software, Fleet Management Systems (FMS), Dispatching Tools, and Google Workspace / Excel for data reporting.
• Problem Solving: Strong analytical mindset with the ability to handle live operational crises, route bottlenecks, and sudden surges in demand.
• Communication & Negotiation: Excellent interpersonal skills to handle rider relations, cross‑departmental coordination, and vendor negotiations.

What we Offer

• Flexible Work Arrangements
• 30 Leave Credits
• Allowances
• HMO and Insurance Coverage
• Learning and Development
• Performance Management Increases