Delivery Operations & ETA Lead

Papa Johns; Louisville (KY); On-site; USD 60,000 - 85,000; Full time

Job summary

Papa John's is seeking a Service & Support Lead to coordinate real-time delivery visibility across the PJFS network. You will monitor routes, validate ETAs, manage exceptions, and liaise with Transportation, Distribution, Customer Service, and restaurants to ensure a reliable customer experience.

The role emphasizes data-driven decision-making, cross-functional collaboration, and continuous improvement to minimize disruptions and maintain service continuity.

Qualifications

• 4+ years of relevant work experience.
• Bachelor's degree preferred.
• Advanced experience with Microsoft Excel tools (Pivot Tables, VLOOKUP, formulas).

Responsibilities

• Monitor delivery routes for schedule adherence.
• Identify delayed or at-risk routes and mitigate disruptions.
• Track route progress and escalate issues affecting service.
• Oversee ETA accuracy and adjust projections.
• Communicate delays to stakeholders.
• Collaborate with dispatch, warehouse, and customer relations to minimize disruptions.
• Provide reporting, KPI tracking, and analysis.
• Deliver world-class customer service by resolving restaurant issues in real time.
• Develop relationships with Franchise and Corporate partners.

Skills

Route performance analysis

Cross-functional coordination

Excellent communication

Customer service

Problem solving

Education

Bachelor's degree preferred

4+ years of experience

Tools

Microsoft Excel

Pivot Tables

VLOOKUP

Word

PowerPoint

Job description

Papa John's is seeking a Service & Support Lead to coordinate real-time delivery visibility across the PJFS network. You will monitor routes, validate ETAs, manage exceptions, and liaise with Transportation, Distribution, Customer Service, and restaurants to ensure a reliable customer experience.

The role emphasizes data-driven decision-making, cross-functional collaboration, and continuous improvement to minimize disruptions and maintain service continuity.