The Driver Operations Manager is a key leader within the ops team, responsible for driving operational excellence across all facets of driver management. This role ensures high-performance execution of driver lifecycle processesfrom onboarding and training to performance tracking and escalation resolution. The manager will own SOP development, optimize workflows, and lead cross-functional initiatives that elevate service quality, customer experience, and business scalability.
Core 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 driver ops in new markets, including hiring, training, and SOP setup.
- Pilot new delivery models (e.g., gig economy, EV fleets, dynamic routing).
- Contribute to ops strategy, budgeting, and long-term planning.
Skills & Qualifications
- 5+ years in operations management, ideally in logistics, transportation, or fleet ops.
- Proven track record in driver performance management, SOP development, and escalation handling.
- Strong command of ops KPIs, data analysis, and dashboarding tools (Google sheets, SQL, BI platforms).
- Excellent leadership, communication, and stakeholder management skills.
- Familiarity with compliance standards, safety protocols, and regulatory frameworks.
- Experience with route optimization software, fleet tracking systems, and CRM tools is a plus.
- Certifications in Lean, Six Sigma, or PMP are highly desirable.
