Oct 2023 – Jan 2026 · 2 yrs 3 mos

• Monitored and controlled hourly, daily, and weekly city shutdowns to minimize business impact by 15% through proactive planning.
• Planned and executed logistics activities aligned with city growth, scaling capacity by 20% YoY to meet demand forecasts.
• Managed and mentored 12+ team members while overseeing end-to-end logistics operations.
• Reviewed daily city metrics, assigned action items, and achieved 95% on‑time follow‑ups for operational improvements.
• Monitored competitors and designed city-specific incentives to boost rider logins by 10 % wow and supply availability during peak hours.
• Managed festival readiness trackers, closely monitoring burn, compliance, and quality metrics to ensure peak-time performance.

Oct 2020 – Sep 2023 · 2 yrs 11 mos

• Led initiatives such as OB Coach, Driver Communication, Gigs Capacity Requests, and IVR campaigns, improving city KPIs by 15% and boosting rider engagement scores by 20%.
• Tracked and analyzed city metrics (Capacity, SL/SD, OB, Compliance, Churn, Resurrection, FOD, NPS), driving targeted interventions that reduced churn under 5 % and improved NPS by 15%.
• Executed city‑level programs that enhanced operational efficiency, achieving a 10–15% improvement in compliance and quality metrics.
• Collaborated as part of the regional operations team, managing multi-city projects across Gujarat, Maharashtra, Rajasthan, and Goa.
• Designed and implemented city-specific incentive structures to boost rider logins, improve supply availability, and reduce churn.
• Coordinated festival and peak-hour readiness, ensuring rider capacity, payout structures, and compliance checks were aligned with demand surges.
• Conducted root cause analysis (RCA) on operational bottlenecks, fraud cases, and compliance issues, implementing corrective measures to minimize recurrence.
• Partnered with cross-functional teams (merchant ops, customer support, product) to streamline workflows and reduce friction in daily operations.
• Organized large-scale training programs for delivery partners, focusing on compliance, payout clarity, and customer-first behavior.
• Monitored competitor strategies and adapted city-level campaigns to maintain market leadership and rider satisfaction.

Sep 2018 – Sep 2020 · 2 yrs

• Managed delivery partner supply across clusters, ensuring demand-supply balance and smooth city operations.
• Handled customer and merchant escalations related to fraud, misconduct, and service issues through detailed RCA and corrective actions.
• Trained 500+ delivery partners on compliance, payout structures, and operational duties as a certified city trainer.
• Resolved driver tickets and escalations within defined TATs, improving partner satisfaction and retention.
• Designed and implemented capacity planning strategies to reduce order delays and optimize rider utilization.
• Collaborated with cross-functional teams (merchant ops, customer support, and product) to streamline workflows and reduce friction.
• Supported festival and peak-hour readiness by coordinating rider availability, payout incentives, and compliance checks.
• Conducted on-ground audits to ensure adherence to quality standards and reduce fraudulent activities.
• Acted as a bridge between delivery partners and management, fostering trust and transparent communication.

Jul 2018 – Sep 2018 · 2 mos

• Identified high-potential localities and onboarded key merchants during the launch phase.
• Conducted field sourcing and generated rider leads using local networks and top-of-funnel strategies.
• Ensured high walk-in conversion through effective communication and payout demonstrations.
• Trained 80+ riders on launch day, minimizing confusion and early-stage churn. Trained the local logistics team on rider onboarding, live shipment handling, and quality compliance.