Senior Manager- City Fleet Operations (Mount Abu)

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 .