Role Summary
The Operations Manager is responsible for managing and optimizing the daily activities of delivery operations within their territory, ensuring a seamless customer experience, efficient workflows, and high service quality.
Reporting to the Regional Manager, the role is operationally focused, with an emphasis on short-term tactical execution, problem-solving, and team coordination.
Key Responsibilities
1. Customer Experience (Daily Operations Focus):The core objective of this role is to ensure every delivery meets or exceeds customer expectations. The Operations Manager oversees the execution of delivery schedules, proactively resolves operational issues, and ensures all processes align with CAINIAOs customer-first standards. This includes monitoring performance, addressing service failures, and ensuring delivery timelines are consistently achieved.
2. Operational Leadership and Team Coordination:The Operations Manager leads the day-to-day activities of the local delivery team, including drivers, delivery coordinators, and station personnel. The focus is on maintaining motivation, resolving immediate challenges, and ensuring tasks are completed effectively. By fostering a collaborative environment, the Operations Manager ensures that the team operates cohesively and efficiently.
3. Team Management
contribute to team development, coaching team members, and ensuring the teams ongoing alignment with company objectives.
Ability to evaluate teams performance using KPIs, provide feedback, and promote growth by delegating responsibilities and offering development opportunities.
Team Player with a Growth Mindset: Values collaboration and is committed to personal and professional growth. Able to adapt to and embrace new methodologies, technologies, and processes that benefit the team.
4. Tactical Execution and Short-Term Planning:This role requires the ability to translate strategic objectives into actionable plans for daily and weekly operations. The Operations Manager ensures efficient allocation of resources, oversees daily route optimization, and adjusts operations dynamically to meet shifting demands or unexpected challenges.
5. DSP Partnership Management:The Operations Manager supports the development and maintenance of strong partnerships with Delivery Service Providers (DSPs) by ensuring smooth collaboration and alignment on operational targets. This includes managing daily interactions, monitoring DSP performance, and ensuring adherence to CAINIAOs quality standards.
6. Process Optimization and Problem-Solving:The Operations Manager identifies operational bottlenecks and implements immediate solutions to improve efficiency and reduce costs.
Key Qualifications
Education:Bachelors degree in Logistics, Supply Chain Management, Business Administration, or a related field (Masters degree is a plus).
Experience:
Skills:
Other Requirements: