Rider Operations Manager

Rider Operations Manager

PedidosYa is part of Delivery Hero, a global leader in delivery operating in more than 70 countries worldwide. PedidosYa is the leading technology company in delivery and quick commerce in Latin America. It is a simple, fast, and accessible platform that connects a network of millions of users, businesses, and delivery people to a wide variety of products and services offered by the community. The company, which operates in 15 Latin American countries, launched in 2020 PedidosYa Market, the first 100% digital marketplace that delivers food and household items within 10 minutes of placing an order. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock index.

Job Description

We have a new opportunity for you! We are looking for a Rider Operations Manager to join the team in Lima, Peru!

As a Rider Ops Manager, you will be part of the Logistics and Operations team of Peru, responsible for leading the strategy of acquisition, retention, and experience of the delivery riders, as well as the design and execution of the value proposition for this group. You will have under your management the control of the operation costs related to riders (delivery cost, bad debt, rider equipment) and will be responsible for ensuring the fulfillment of the key KPIs of the operation. You will work transversally with local and regional teams to implement improvements in processes, reduce costs, raise the service level, and ensure a positive experience for the riders, which will directly impact the final customer satisfaction.

• Plan the monthly/annual budget of rider costs and other common processes (i.e. Rider Equipment)
• Define the strategy of payments to riders
• Plan the strategy and execution of rider acquisition
• Detection of issues and conflict resolution
• Be POC with the rest of local and regional teams
• Control and management of the CPO (delivery cost, bad debt, rider equipment)
• Manage the different problems that arise in the operation with the various areas of the company
• Analyze labor market trends to anticipate rider acquisition needs
• Develop incentive plans that optimize the balance between cost and retention
• Lead automation or digitalization projects of rider service processes
• Propose and execute initiatives to improve the rider experience based on NPS surveys and direct feedback
• Manage the relationship with suppliers and related partners for rider equipment and services

Requirements

• Graduated professional in Industrial Engineering, Administration, Economics, Logistics or related fields.
• Desirable specialization or diploma in Supply Chain, Operations or Project Management.
• Intermediate-advanced English (capable of handling presentations and reports with local and regional stakeholders).
• Minimum 6-8 years in operations, logistics, fleet management or similar roles.
• Experience leading direct teams and coordinating multidisciplinary teams.
• Management and analysis of operational and financial KPIs.
• Previous experience in optimization of processes and cost control.
• Desirable experience in last mile companies, e-commerce, retail or mass services

Additional Information

• Create value for a great business ecosystem, focused on the user, because we are user centric.
• Play as a team always.
• Move at the speed of your ideas.
• Learn, develop and reinvent yourself.
• Generate positive impact on people and the planet.
• Work in #ModoPeYa: our way of working focused on flexibility and oriented to achieve a good balance inside and outside the office.

Diversity of talent empowers our Cooltura and our organization. We play as a team in everything we do, and what we like most is that we promote the creation of diverse and inclusive teams that can bring different perspectives to PedidosYa. Our job opportunities are open to all people, regardless of their gender identity, sexual orientation, ethnic origin, religion, age, disability and/or other individual characteristics. In case you need any reasonable adjustment or particular accessibility to have the interview, please do not hesitate to clarify it in your application. Also, feel free to tell us your pronouns (he/she/elle) from the first contact. #CoolturaPeYa #LaDiversidadNosPotencia