Operations Manager

About this role

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Skills you'll use

What you'll do

• Own the end-to-end hiring targets for delivery partners across assigned cities/zones — drive planning, execution, and daily monitoring of performance against targets, with root cause analysis and corrective action for underperforming locations.
• Own the reliability of new delivery partners completing their first assignment, identifying drop-off points in the process and driving regular corrective interventions; monitor input volumes, call quality, and outreach attempt rates.
• Drive early-stage activation of new joiners to improve their productivity and retention, tracking progress of new joiner cohorts and deploying targeted initiatives to help them become fully productive.
• Own the smooth transition of new joiners from the payment/agreement stage through to full onboarding, targeting high completion rates weekly through close coordination with city-level partner agencies.
• Conduct structured ground visits to engage with delivery partners (own and other marketplace) to gather first-hand feedback and competitive intelligence on payouts, incentives, and sourcing approaches to inform strategy.
• Maintain a disciplined visit-planning cadence and ensure timely logging of field interactions to convert ground insights into action.
• Strengthen partnerships with outsourced hiring agencies through structured performance reviews, driving agency accountability on onboarding speed, transition completion, productivity, quality, and target achievement.
• Design and implement interventions to lift agency hiring efficiency, backed by regular call quality audits and coaching.
• Ensure tight cross-functional coordination with city operations teams, hiring partner agencies, and central teams to keep hiring workflows running smoothly.
• Identify process gaps and drive ongoing improvement initiatives; maintain and enforce updated standard operating procedures across the team.

Who can apply

• Ensure tight cross-functional coordination with city operations teams, hiring partner agencies, and central teams to keep hiring workflows running smoothly.
• Identify process gaps and drive ongoing improvement initiatives; maintain and enforce updated standard operating procedures across the team.
• Build and lead a high-performing team — manage headcount and rostering, drive individual performance through regular one-on-ones and coaching, and identify/develop future leaders.
• Own productivity targets for the field recruiting team across assigned cities/zones — track output regularly, flag under-performers for timely intervention, and maintain approved team headcount.
• Drive regular business reviews against defined goals with city and leadership stakeholders, using performance data to steer decisions.
• Conduct regular audits (call quality, agency performance, and process compliance) to ensure adherence to operational standards; act as escalation point for supervisor-related or complex operational issues.
• Proven experience managing large-scale, multi-city hiring or field operations, preferably in e-commerce, logistics, or allied industries.
• Strong analytical and data-driven decision-making skills, with the ability to work with performance data to drive corrective action.

About SWIGGY

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