Senior Manager- Fleet Supply Ops

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.