City Operations Lead - Thiruvananthapuram, Kerala

Job Description - City Operations Lead– Thiruvananthapuram

At Kaicho, we're flexible about where you work. Work from home when that suits you, and step out when a task is easier in person, like catching up with a kitchen partner, onboarding riders, or sorting out an issue. We trust you to find a rhythm that works for you and the team. As part of a small team, you'll work closely with the founders and see your impact every day.

Here are the details of what you'll do:

A. Business development and Partner Management

Find, sign and support good local kitchens, placed so deliveries stay short and fresh

• Scout good, well-rated, hygienic kitchens and negotiate meal prices

• Develop and maintain strong relationships with existing and prospective partners

• Keep a track of kitchen's monthly availability calendar

• Screen customer reviews before kitchens see them

• Track and tag delivery complaints and flag repeat failures for a warning or suspension

B. Rider (gig worker) management

Build a reliable rider pool and keep every meal slot covered

• Watch core supply: active riders, regularity and ratings

• Close shortages and availability gaps before they reach a meal slot

• Approve or reject riders once every document is in: RC, driving licence and Aadhaar

• Onboard new riders on the Kaicho Partner app: Pickup, Delivery and Payouts

C. Customer acquisition

Grow the city's customer base, especially at addresses where many customers eat

• Bring in customers at offices, hostels and coaching centres

• Plan and run local marketing within the allocated budget to drive app registrations

• Track and update the status of every customer lead

D. Customer support and escalations

Look after customers, and act fast when something goes wrong

• Own the city's support queue and resolve every ticket within 24 hours

• Step in when the system flags a problem: late rider, short count, kitchen running behind

• Dig into recurring issues to find the root cause (RCA), and fix it

• Manage escalations and report them to the founders

What you bring

• Fluent Malayalam and good English

• A two-wheeler and a valid driving licence

• Calm, organised, and the habit of writing down why

• Comfort with apps, dashboards and admin tools

• Laptop

Plus, one of these backgrounds

• Fresher: If you're ready to learn and grow, we're more than happy to guide you through it

• Experienced: 0-2 years in food delivery, hyperlocal logistics, cloud kitchen or quick commerce operations, including running a city, zone or hub, and managing delivery riders and restaurant or kitchen partners. If you are 2+ years of experience, you are most likely over qualified. Regardless, you can still apply

Annual CTC range: 1.8 - 2.4 LPA

Date of Joining: Immediate

If you're interested and you think you match our exact requirements:

DM or write to us at [HIDDEN TEXT] and share your resume. Keeping a cover letter is a huge plus