Senior Manager Operations

Zomato is a restaurant search and discovery platform, providing in-depth information for over 1.4 million restaurants across 24 countries. Zomato is used by consumers globally to discover, rate and review restaurants, as well as create their own personal network of foodies for trusted recommendations. We are also a leading player in food delivery, table reservations in our core markets and have also successfully launched two user subscription services - Zomato Gold and Zomato Treats.

Zomato plays a critical role in restaurant ecosystem as well. Restaurants improve their discoverability and service through Zomato’s reviews and rating system. Restaurant use Zomato’s hyperlocal advertising platform to reach out to more users. Additionally, products like Zomato Order help them grow their delivery business and Zomato Book helps optimize their table reservations.

Over the last 2 years Zomato’s Online Ordering business has matured and become fast-paced. 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

About the role:

This role is a unique opportunity to help launch one of Zomato’s newest services. This role calls for a strong combination of analytical skills, people management, problem solving and attention to detail.

This is a rigorous role where you will work with the on ground operations teams along with the leadership team, product, and process teams. This role will have responsibility for the growth of the business.

Key deliverables

Partner On-boarding:

• Prepare hiring targets for the city basis demand growth plan
• Activate and monitor various sourcing channels
• Lead team for hiring and training as per the projections and within TAT

Driver Engagement and Support:

• Run retention programs for drivers in cost effective channels
• Design and send out driver communication on daily basis
• Analyze driver performance metrics and drive supply team for controlling parameters
• Lead team for resolution of driver issues within specified time
• Build efficiency in support processes for improving driver experience

Operations Management:

• Drive service quality parameters for better customer and merchant experience
• Monitor key quality metrics and ensure they are under tolerance level
• Run exercise for filtering drivers for non-adherence to quality standards

Team Management:

• Manage a team to execute the above tasks
• Must have team handling/management experience