City Manager- Fleet Operations (Supply)

Job description

**Key Responsibilities:** **Driver Ops & Performance Management** - Own end-to-end driver ops, including training, and retention. - Develop and execute structured training programs aligned with safety, service, and compliance standards. - Monitor and improve driver KPIs such as On-time delivery rate, utilization, pick up time, Safety incident frequency, Customer satisfaction scores - Conduct regular performance reviews and implement coaching or corrective actions as needed. **SOPs & Operational Excellence** - Build, document, and continuously refine SOPs which can help in better allocation and better driver utlization - Standardize escalation protocols, route planning procedures, and quality control checks. - Champion a culture of operational excellence by identifying inefficiencies and deploying process improvements using Lean or Six Sigma principles. **Escalation & Incident Management** - Act as the primary escalation point for driver-related issues, service failures, and compliance breaches. - Lead root cause analysis and implement preventive measures to reduce repeat incidents. - Maintain detailed incident logs and ensure timely resolution to minimize service disruption. **Ops Analytics & KPI Reporting** - Own driver ops dashboards and reporting tools to track performance, compliance, and cost metrics. - Analyze trends and surface actionable insights to leadership. - Collaborate with data teams to automate reporting and improve visibility into key operational KPIs. **Cross-Functional Collaboration** - Work closely with logistics, customer support, tech, and finance teams to ensure seamless ops execution. - Coordinate with product and engineering to improve driver-facing tools and workflows. **Customer Experience & Retention** - Lead customer escalation resolution with speed and empathy. - Implement feedback loops to improve driver behavior and customer satisfaction. - Support retention initiatives by aligning driver ops with customer-centric goals. **Strategic Ops Initiatives** - Launch driver ops in new markets, including hiring, training, and SOP setup. - Pilot new delivery models (e.g., gig economy, EV fleets, dynamic routing). - Contribute to ops strategy, budgeting, and long-term planning. **Must-have Skills:** - 5+ years in operations/logistics/fleet management. (Warehouse management experience is not relevant) - Proven track record in driver performance management, SOP development, and escalation handling. - Strong analytical skills with KPI tracking & dashboards - Good stakeholder management and problem-solving ability - Ability to manage supply-demand balance and work in high-pressure environments. - Experience with route optimization software, fleet tracking systems, and CRM tools is a plus.