Position Overview

The Delivery Operations Executive is responsible for ensuring the seamless execution of daily delivery operations, working across teams and with external partners to resolve issues, optimize processes, and maintain high service standards. This role requires a hands-on approach to managing order flow, supporting merchant performance, and driving continuous operational improvement through data analysis, collaboration, and system feedback.

As a Delivery Operations Executive you will

Delivery Operations

• Oversee end-to-end order flow, ensuring timely and successful fulfilment across all channels.
• Investigate and resolve failed or delayed orders in coordination with Account Managers, Customer Service, and Third-Party Logistics partners.
• Monitor and maintain accurate merchant availability statuses and operational readiness.
• Prepare, analyze, and share delivery performance reports, highlighting key metrics (e.g., volumes, SLA adherence, failure trends) and driving insights for improvement.
• Manage inventory and dispatch of delivery hardware (e.g., tablets, SIMs).
• Provide cross-functional support to internal teams including Sales, Content, and Customer Service on delivery-related matters.

Merchant Management

• Onboard and train new merchants on tools, processes, and delivery operations.
• Provide ongoing operational and technical support post-launch.
• Work with the Marketing team to boost performance for underperforming merchants via delivery-related campaigns.

Partner & Vendor Coordination

• Monitor performance of merchants using SaaS integrations to ensure smooth order placement.
• Liaise with Finance, Tech, and Product teams to resolve issues related to orders or payouts.
• Track partner compliance with contract terms and service-level agreements (SLAs).