Operations Coordinator

Job Summary

Reporting to the Regional Lead, the Associate - Driver Operations plays a critical role in maintaining operational excellence. You will ensure smooth driver onboarding via calls and video interactions, while simultaneously managing live logistics-monitoring driver activity, planning routes, and resolving real-time issues.

Office-based role in Bengaluru.

Key Responsibilities

• Driver Onboarding & Recruitment: Conduct outbound calls and video sessions with potential drivers to guide them through the onboarding and documentation process.
• Driver Onboarding & Recruitment: Assess driver readiness and ensure compliance with company policies and onboarding standards.
• Driver Onboarding & Recruitment: Coordinate background checks, training, and activation of driver accounts.
• Driver Onboarding & Recruitment: Provide timely updates to stakeholders on onboarding progress.
• Planning Operations & Route Management: Monitor real-time delivery operations to ensure smooth route execution and timely order completion.
• Planning Operations & Route Management: Provide live support to drivers during their shifts via chat, calls, or internal platforms.
• Planning Operations & Route Management: Optimize route plans to ensure maximum efficiency.
• Planning Operations & Route Management: Identify and resolve on-route issues proactively, including delays, misrouted items, or driver emergencies.
• Driver Support & Performance: Handle inbound queries from drivers related to payments, feedback, scheduling, and general support.
• Driver Support & Performance: Record driver interactions, escalate unresolved issues, and follow up for resolution.
• Driver Support & Performance: Ensure sufficient driver coverage to meet live demand across time zones.
• Operations & Project Support: Contribute to team goals by initiating or supporting projects aimed at improving operational workflows.
• Operations & Project Support: Maintain internal documentation and knowledge bases.
• Operations & Project Support: Track KPIs and flag performance bottlenecks, ensuring SLA adherence.
• Operations & Project Support: Collaborate with internal teams across the UK, US, and Singapore for smooth cross-regional operations.

Required Skills & Experience

• Bachelor's degree or equivalent.
• 2-5 years of experience in operations, support, or logistics (preferably with international exposure).
• Proven experience in driver or agent onboarding (calls/video) and live operational environments.
• Experience in night shifts/rotational shifts.
• Hands-on with email and chat support tools.
• Good proficiency in Google Sheets/MS Excel.
• Stakeholder management.
• Empathetic, proactive, and solution-oriented mindset.

Preferred Skills

• Prior experience in international support chat and voice (US/EU region preferred)
• Experience in startups, logistics, or last-mile delivery operations.
• Familiarity with live route planning tools and CRM systems.
• An analytical mindset and comfort with operational data.
• Demonstrated ability to work independently and also well within a team.

Work Schedule

• 9-hour shifts (8 working hours + 1-hour break)
• 5 days a week (2 week-offs based on rota)
• Rotational shift timings, including night shifts.
• Location: Bengaluru

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.