City Operations Lead - Chennai

  • Operations
  • chennai, India

City Operations Lead - Chennai

Job description

Ensuring a seamless delivery experience is an integral part of ordering food online. Zomato aims to bring the best in class delivery experience to users. This role will be working to build a great food delivery fleet and scaling logistics in every city.


Key deliverables-

Top of the funnel/ On boarding

  • Prepare hiring targets for the city basis the demand growth plan
  • Identify various sources to hire Riders and train them as per the projections and TAT
  • Ideate and execute multiple BTL activities for hiring Riders
  • Assess geo-expansion opportunities

Support and Engagement

  • Build efficiency in support processes for improving Rider experience
  • Analyse Rider performance metrics and drive supply team for controlling parameters
  • Run retention programs for Riders in a cost effective manner
  • Design and send out Rider communication daily
  •  Resolve Rider issues within specified time

Quality and Payout

  • Define Rider service quality parameters for better customer and merchant experience
  • Monitor key quality metrics at Rider level and ensure they are under tolerance level
  • Run exercises for filtering delivery executive for non-adherence to quality standards
  • Design the payout and incentive structure


Here’s what we are looking for-

  • Engineering mandatory + MBA good to have, with 6 to 8 years of experience in operations, consulting, banking, or consumer goods
  • Exhibits high analytical skills with stronghold on excel
  • Proven people management experience
  • Ability to manage and mentor a highly dynamic and young breed of  5-6 team members.
  • Outstanding interpersonal, leadership and public speaking skills