Operations Manager – Delivery Operations (Lusaka)

About the role

The Operations Manager will lead the daily delivery operations for a multi‑store network in Lusaka, ensuring timely and efficient order fulfilment. Reporting to senior management, you will oversee a team of Delivery Supervisors and more than 50 riders, driving performance and customer satisfaction.

Key responsibilities

• Manage end‑to‑end delivery operations across all stores and zones, allocating riders based on order volume, location and peak periods.
• Lead Delivery Supervisors, set KPIs, monitor attendance, productivity and conduct, and address performance issues.
• Oversee fleet resources, ensuring riders have appropriate bikes, bags and equipment, and resolve recurring fleet problems.
• Prepare daily, weekly and monthly performance reports covering deliveries, SLA compliance, rider productivity, cancellations and customer complaints.
• Coordinate with store managers, customer service, finance and other stakeholders to resolve operational delays and ensure smooth hand‑over of orders.
• Investigate delivery exceptions, monitor customer feedback and implement process improvements to enhance efficiency and reduce costs.

Required profile

• Bachelor’s degree in Business Administration, Logistics, Supply Chain, Operations Management or a related field.
• Minimum 5 years of experience managing delivery or logistics operations, preferably overseeing large rider fleets.
• Proven ability to analyse performance data, identify bottlenecks and implement corrective actions.
• Strong leadership and communication skills with a focus on operational excellence.

Required skills