Operations Manager - Delivery Operations

About the role

TestHiring is recruiting an Operations Manager in Lusaka, Zambia, to oversee the company's daily delivery operations across its stores and delivery zones. The role manages and coordinates around 50+ riders through Delivery Supervisors and covers team leadership, fleet coordination, reporting and stakeholder coordination.

Key responsibilities

• Manage daily delivery operations across stores and zones, allocate riders by order volume, location and peak periods, and monitor delivery, pickup, completion times and SLA performance
• Directly lead Delivery Supervisors, set KPIs, handle performance and disciplinary issues, and ensure onboarding and training of new riders
• Coordinate floating riders and resources, ensure riders have bikes, delivery bags and equipment, and resolve recurring fleet and rider issues
• Prepare daily, weekly and monthly delivery reports covering deliveries, average delivery time, SLA compliance, productivity, delays, cancellations, complaints and attendance
• Work with stores and management teams to resolve delays, ensure stores follow procedures for handing orders to riders, and escalate recurring issues
• Investigate delayed, failed or cancelled deliveries, monitor complaints and use data to improve rider allocation, dispatching and fleet capacity planning

Required profile

• Bachelor's degree in Business Administration, Logistics, Supply Chain, Operations Management, Transport Management or a related field
• Minimum 5 years of experience in delivery operations, logistics, fleet management or last-mile delivery
• Proven experience managing a delivery fleet of at least 30-50 riders strongly preferred; previous experience managing Supervisors or Team Leaders is essential
• Experience in food delivery, e-commerce, courier or last-mile delivery highly preferable

Required skills

• Delivery management, dispatch and fleet management
• Strong understanding of delivery SLAs, rider productivity, dispatching and route management
• Experience with GPS/tracking systems is an advantage