Operations Manager

About Us:

At BluSmart, we are building India’s largest all-Electric ride-hailing service. We are looking for an energetic and analytical Operations Manager – Driver Operations to join our team. If you are a hands-on execution specialist and a data-driven decision-maker, with experience in onboarding and managing a large group of drivers for mobility- / logistics- / delivery- companies, we would like to meet you.

Our ideal candidate has exceptional verbal communication in English and Hindi, solid team leadership and presentation skills, and is able to both plan and execute at scale. Prior experience in operations management roles in mobility / logistics will be a vital skillset for this role.

Ultimately, you should be able to onboard and retain drivers better, understand and empathize with driver-grievances, plan incentives, rewards and rules for driver partners, and manage a young, energetic team of onboarding executives.

Responsibilities:

• Lead a team of five driver onboarding executives and junior managers.
• Recruit, retain and manage 1000+ driver-partners.
• Ensure that an effective funnel-based approach is taken with respect to driver-onboarding. Cultivate multiple sources and catchments to source drivers, evaluate and monitor the relative performance of these various sources, and optimize the driver-onboarding process (and cost of supply creation).
• Develop, review and improve BluSmart’s driver training material and processes, to ensure stickiness of the concepts and lessons in the mind of driver partners. Inculcate a BluSmart culture in each and every driver partner.
• Plan ways to improve the quality of driver-selection, as well as the stringency and effectiveness of the driver-tests over time. Provide feedback to the drivers so that they are on the path of continuous-improvement.
• Plan Refresher training sessions from the point of view of quality and well as health and safety, in coordination with the QHSE Team.
• Participate in QHSE reviews of the workforce on a regular basis.
• Manage, motivate and improve the effectiveness of the driver onboarding team. Provide them training and support periodically to achieve their personal and professional goals.
• Monitor and improve Driver NPS, to ensure driver happiness and retention over time.
• Attend driver issues in a timely manner and ensure that all driver-tickets are closed within the allotted TAT.
• Monitor and reduce driver attrition, identify and prevent/mitigate causes for drivers leaving.
• Plan driver shifts keeping multiple variables of optimization in mind, forecast supply availability in an hour-by-hour / zone-by-zone basis using data.
• Create SOPs for all key and repetitive processes, to minimize variance and ensure a high degree of standardization.
• Ensure timely payouts for drivers with minimal errors in payment-value, amount, incentive, bonus, debits, etc.
• Regularly review and monitor driver earnings and incentive levels vis-à-vis market averages and benchmarks.

Requirements:

• Proven work experience of 5+ years in operations roles in logistics-, delivery- and/or mobility- sector.
• High level of comfort with a data-driven management approach
• Ability to identify and track relevant metrics (e.g. identify that incentive tiers can be adjusted by 5% to ensure 30% higher retention of drivers, and 10% higher Driver NPS)
• Excellent and engaging verbal communication skills in Hindi and English
• Good writing and presentation skills
• Attention to detail and ability to multitask
• Bachelors’ degree / Diploma in a relevant field
• You must care about the environment! [BluSmart is a Zero-Emission, Clean Mobility company]
• Should have done MBA from tier 1 or tier 2 colleges.

Salary : As per Industry Standards