City Head- Fleet Operations/Supply (Chennai)

Job description

**About the Role** We're looking for a sharp, execution-obsessed City Head/Senior manager to own and scale our operations in Chennai city. This is a P&L-accountable leadership role you'll be the CEO of your city, responsible for growth, supply health, operational excellence, and customer experience. If you've built and scaled logistics or mobility operations from the ground up and thrive in ambiguity, this role is for you. **What You'll Own:** **City P&L & Growth** - Own the city's revenue, cost, and profitability targets end-to-end - Drive order volume growth through demand generation, supply expansion, and market penetration strategies - Identify and unlock new business opportunities, verticals, and hyperlocal markets within the city - Build and execute GTM plans for new zones, categories, or service lines launched in your city **Supply Scaling & Driver Ecosystem** - Own end-to-end driver lifecycle acquisition, onboarding, training, engagement, and retention - Build a healthy, high-performing supply base that meets demand surges without compromising quality - Design incentive structures and retention programs that reduce churn and improve driver satisfaction - Monitor and improve supply KPIs utilization rate, on-time delivery, pickup time, cancellation rate, and fulfillment ratio **Operational Excellence** - Build, own, and continuously improve city-level SOPs for allocation, routing, escalation, and quality control - Champion lean operations identify inefficiencies, eliminate waste, and deploy process improvements at scale - Standardize escalation protocols and lead root cause analysis on recurring incidents to drive permanent fixes - Pilot new delivery models gig fleets, EV integration, dynamic routing — and scale what works **Stakeholder & Partner Management** - Be the face of the company in your city — own relationships with key business partners, enterprise clients, and local stakeholders - Collaborate cross-functionally with product, tech, finance, and customer support to localize solutions and improve ground-level execution - Work with product and engineering teams to influence driver-facing and ops tools based on city-specific insights **Analytics & Performance Reporting** - Own city-level dashboards tracking growth, supply health, cost efficiency, and customer satisfaction - Surface insights and escalate risks proactively to leadership with clear recommendations - Drive data-backed decisions on hiring, incentives, zone expansion, and ops investments **Customer Experience** - Ensure the city delivers a consistently high-quality customer experience across all touchpoints - Lead resolution of high-severity escalations with speed and ownership - Build feedback loops between customers, drivers, and internal teams to continuously raise the bar **Who We're Looking For:** - 8–15 years in operations, logistics, or mobility — with at least 2 years in a city/cluster leadership role - Proven experience owning P&L or revenue targets in a fast-paced, high-growth environment - Strong track record in supply management, driver ops, and on-ground team leadership - Analytical mindset — comfortable with dashboards, KPIs, and deriving insights from data - Excellent stakeholder management — able to influence without authority across teams - Hands-on, scrappy, and comfortable working in ambiguity