Operations Manager

The  Driver Operations Manager  is a key leader within the ops team, responsible for driving operational excellence across all facets of driver management. This role ensures high-performance execution of driver lifecycle processes—from onboarding and training to performance tracking and escalation resolution. The manager will own SOP development, optimize workflows, and lead cross-functional initiatives that elevate service quality, customer experience, and business scalability.

Core 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.

Skills & Qualifications
5+ years  in operations management, ideally in logistics, transportation, or fleet ops.
Proven track record in  driver performance management , SOP development, and escalation handling.
Strong command of  ops KPIs , data analysis, and dashboarding tools (Google sheets, SQL, BI platforms).
Excellent leadership, communication, and stakeholder management skills.
Familiarity with compliance standards, safety protocols, and regulatory frameworks.

Experience with  route optimization software , fleet tracking systems, and CRM tools is a plus.
Certifications in  Lean, Six Sigma, or PMP  are highly desirable.