City Manager

About Drivers4MeDrivers4Me is a driver-services platform providing professional and reliable drivers to individual customers. Our operations team plays a critical role in ensuring that customers receive the right driver, on time, every time.

Role OverviewWe are looking for a hands-on and highly organized Operations Manager to manage the day-to-day driver operations and ensure smooth service delivery to our B2C customers.

The person will be responsible for driver deployment, attendance, scheduling, replacements, performance monitoring, customer escalations, and operational efficiency. The role requires strong coordination skills and the ability to take quick decisions in a fast-paced environment.

• Key Responsibilities1. Daily Driver OperationsManage day-to-day deployment of drivers across customer requirements.
• Ensure drivers report on time and are available as per assigned schedules.
• Monitor daily attendance, punctuality, availability, and deployment.
• Coordinate driver schedules, shifts, leaves, and weekly offs.
• Maintain adequate backup drivers for critical requirements.
• 2. Driver Allocation & ReplacementAllocate the most suitable driver based on customer requirements, location, experience, and availability.
• Arrange immediate replacements for absent, late, or underperforming drivers.
• Maintain a ready pool of backup drivers.
• Minimize service disruptions and replacement turnaround time.
• Coordinate with the driver recruitment team to maintain adequate supply.
• 3. Customer Service & EscalationsWork closely with the Customer Success team to resolve operational issues.
• Handle urgent customer escalations related to driver availability, punctuality, behaviour, or performance.
• Ensure complaints are resolved within defined SLAs.
• Proactively communicate with customers during service disruptions.
• Maintain high standards of customer experience.
• 4. Driver Performance ManagementMonitor driver performance through customer feedback and operational data.
• Track punctuality, attendance, behaviour, service quality, and complaints.
• Conduct regular performance reviews with drivers.
• Take corrective action against repeated performance issues.
• Identify high-performing drivers and create mechanisms for retention.
• 5. Driver Engagement & RetentionMaintain regular communication with the driver network.
• Understand driver concerns and resolve operational issues.
• Coordinate driver onboarding and induction with the recruitment team.
• Ensure drivers understand company policies, customer expectations, and service standards.
• Develop initiatives to improve driver retention and engagement.
• 6. Process & SOP ManagementCreate and implement SOPs for driver deployment, attendance, replacement, escalation, and offboarding.
• Establish clear processes for handling emergency situations.
• Continuously identify operational bottlenecks and improve processes.
• Ensure compliance with company policies and service standards.
• 7. Team ManagementLead and manage the operations/dispatch team.
• Define KRAs and daily operational targets.
• Allocate responsibilities and monitor team productivity.
• Train team members on driver coordination, customer handling, and escalation management.
• Ensure adequate operational coverage during peak hours, weekends, and holidays.
• 8. Data & ReportingMaintain daily operational dashboards and reports.
• Track driver utilization, attendance, deployment, replacements, and cancellations.
• Monitor customer complaints and operational escalations.
• Prepare daily/weekly/monthly MIS reports for management.
• Use data to identify trends and improve operational performance.
• Key KPIsDriver Deployment Rate
• On-Time Reporting %
• Driver Attendance %
• Driver Replacement TAT
• Successful Replacement %
• Driver Cancellation Rate
• Customer Complaint Rate
• Escalation Resolution TAT
• Driver Utilization %
• Driver Retention Rate
• Customer Service Continuity %
• Operations Team Productivity
• Candidate Profile4–8 years of experience in operations, fleet management, staffing, mobility, logistics, hospitality, home services, or other service-led businesses.
• Experience managing field/service staff or a large distributed workforce is preferred.
• Strong people-management and coordination skills.
• Excellent problem-solving and decision-making ability.
• Comfortable handling high-pressure and time-sensitive situations.
• Strong communication skills in Hindi and English.
• Good knowledge of Excel/Google Sheets and operational dashboards.
• Experience with CRM, workforce-management, or operations software is an advantage.
• Willingness to work flexible hours, including weekends/holidays when operationally required.

Ideal CandidateThe ideal candidate is a hands-on operations leader who can make things happen on the ground.

You should be comfortable coordinating with drivers, customers, recruitment, and customer success teams simultaneously. You should be able to handle last-minute driver shortages, urgent replacements, customer escalations, and operational challenges without losing focus on service quality.

At Drivers4Me, the Operations Manager owns the promise: the right driver, at the right place, at the right time.