Role Objectives
Manage the day-to-day execution of the Buddy delivery network, ensuring efficient order fulfillment, reliable fleet performance, and high-quality customer experience. The role serves as the operational link between Buddies and customers, using data-driven insights to resolve delivery incidents, monitor live shifts, and optimize processes across the Buddy ecosystem.
Roles & Responsibilities
Core Daily Responsibilities
- Monitor live orders and assign them to Buddies in real time based on zone, availability, and workload.
- Track Buddy attendance, check-ins, and daily guarantees.
- Serve as the first point of contact for Buddies during shifts, resolve blockers, handle no-shows, answer queries.
Customer & Incident Management
- Step in when a customer complaint or mid-order issue arises communicate directly with the customer to resolve it.
- Escalate or make judgment calls on cancellations, reassignments, or refunds within defined boundaries.
- Log incidents and feed patterns back to Mohammad for product/ops improvements.
Top Service & Buddy Coordination
- Monitor live orders and assign them to Buddies in real time based on zone, availability, and workload.
- Track Buddy attendance, check-ins, and daily guarantees.
- Serve as the first point of contact for Buddies during shifts, resolve blockers, handle no-shows, answer queries.
Operational Hygiene & Reporting
- Keep ops tracker updated with shifts, assignments, and incidents.
- Flag and document performance issues with Buddies.
- Support operational launches for new initiatives and pilot projects.
Required Education, Knowledge, And Skills
- 35 years in operations, logistics, or last-mile delivery management.
- Strong proficiency in Excel or Google Sheets for reporting and data analysis.
- Professional fluency in English.
- Demonstrated ability to identify operational patterns and implement solutions independently.
