Rider Operation Supervisor

Job Description (JD) Position: Rider Operations Supervisor / Field Operations Supervisor

Company:  E-Commerce / Hyperlocal Operations Location: Bengaluru

Role Overview our client is looking for a highly responsible and operationally strong Rider Operations Supervisor to manage end-to-end rider operations for Hyperlocal, Quick Commerce, and E-Commerce delivery projects. The Supervisor will be responsible for rider deployment, attendance management, operational monitoring, SLA adherence, client coordination, reporting, escalation handling, and ensuring smooth execution of pickup and delivery operations.

 Key Responsibilities Rider Management

• Handle daily rider reporting and deployment.

• Maintain rider attendance and shift records.

• Monitor rider login and logout timings.

• Ensure rider discipline and operational compliance.

• Arrange backup riders during absenteeism or emergencies.

• Conduct daily rider briefing and performance review sessions.

• Coordinate rider onboarding and documentation.

Operations Monitoring

• Monitor daily order allocation and delivery completion.

• Ensure timely pickup and delivery execution as per SLA.

• Track pickup and delivery turnaround times.

• Ensure riders return to hubs/stores within the defined ETA.

• Handle operational escalations, delays, and customer complaints.

• Maintain delivery success rates and minimize order cancellations.

 OMS & Technology Monitoring

• Monitor rider activities through OMS and delivery applications.

• Track live order status and delivery progress.

• Ensure accurate order scans, updates, and proof-of-delivery compliance.

• Monitor rider productivity, utilization, and performance metrics.

• Coordinate with technical support teams for app-related issues.

Client & Stakeholder Coordination

• Coordinate with client operations teams and hub/store managers.

• Attend operational review meetings with clients.

• Ensure SLA compliance and service quality standards.

• Provide timely updates on operational challenges and resolutions.

Daily Reporting & MIS

• Rider Attendance Report

• Rider Login/Logout Report

• Daily Deployment Report

• Order Pickup & Delivery Performance Report

• Rider Productivity Report

• SLA Achievement Report

• Escalation & Incident Report

• Vehicle and Asset Utilization Report

• Daily Operational Summary Report Escalation Management

• Resolve rider-related issues and operational challenges.

• Handle customer and client escalations promptly.

• Coordinate with HR, operations, and fleet teams when required.

• Maintain escalation logs and closure reports.

Required Qualifications

• Graduate in any discipline.

 • 2–5 years of experience in E-Commerce, Logistics, Hyperlocal, Last-Mile, or Quick Commerce operations.

• Experience in managing field riders and delivery operations.

• Good knowledge of OMS, delivery applications, and operational reporting.

Required Skills

• Team management and leadership.

• Strong communication and coordination skills.

• Proficiency in MS Excel and MIS reporting.

• Problem-solving and decision-making ability.

• Ability to work under pressure and manage multiple operational activities.

• Strong understanding of SLA-driven operations. Key Performance Indicators (KPIs)

• Rider attendance percentage.

• Rider retention rate.

• On-time pickup percentage.

• On-time delivery percentage.

• Order completion rate.

• SLA compliance percentage.

• Rider productivity.

• Escalation closure turnaround time.

• Client satisfaction score. Salary: As per company standards and candidate experience.

• Reporting To: Operations Manager / Regional Operations Head.