• As the Delivery Operations & Guest Relations Associate, you will play a critical role in ensuring seamless delivery operations and excellent guest experiences for our brands. This position requires a proactive individual who thrives in a dynamic environment and is passionate about logistics, customer satisfaction, and process optimization.

Key Responsibilities:

• Rider Management
• Coordinate the recruitment, onboarding, and training of riders.
• Monitor and manage the demand-supply balance to ensure efficient delivery operations.
• Address and resolve rider-related issues promptly to maintain operational efficiency.
• Delivery Operations
• Manage delivery operations for our brands, ensuring timely and accurate order fulfillment.
• Track and analyze delivery performance metrics to identify areas for improvement.
• Collaborate with the logistics team to optimize delivery routes and rider allocation.
• Guest Relations (GR)
• Handle order-related queries and issues, providing timely and satisfactory resolutions.
• Ensure that customers receive a consistent and high-quality experience across all touchpoints.
• Work closely with the team to implement feedback and improve overall customer satisfaction.
• Data Analysis and Reporting
• Perform regular data analysis to monitor key performance indicators (KPIs) related to delivery operations.
• Create detailed reports on delivery performance and rider utilization.
• Use insights from data to propose and implement process improvements.
• Process Optimization
• Develop and document standard operating procedures (SOPs) for rider onboarding, training, and daily operations.
• Identify bottlenecks in delivery and guest relations processes, proposing actionable solutions.
• Assist in implementing new tools and technologies to enhance operational efficiency.

Qualifications and Skills:

• Bachelor’s degree in business, Operations, Logistics, or a related field.
• 1-2 years of experience in delivery/logistics operations, customer service, or a similar role.
• Strong proficiency in Microsoft Excel, including advanced functions like pivot tables, VLOOKUP, and data visualization.
• Strong organizational and multitasking skills, with an eye for detail.
• Excellent communication and interpersonal skills, with the ability to resolve conflicts effectively.
• A proactive and problem-solving mindset, with a focus on continuous improvement.