Operations Manager – Driver Supply & Dark Store Operations

About the role

The Operations Manager at Snoomart bridges the driver supply team and dark‑store operations, ensuring seamless first‑mile and last‑mile fulfilment. You will diagnose systemic inefficiencies, translate data into process improvements, and act as the escalation point for cross‑functional issues.

Key responsibilities

• Serve as primary interface between driver supply and dark‑store teams, aligning rider availability with order demand.
• Own and maintain an end‑to‑end operations health dashboard tracking first‑mile (TDT, Arrival Time) and last‑mile (on‑time promise, rider utilisation, order accuracy, cancellation rate) metrics.
• Conduct root‑cause analysis on recurring operational failures and partner with planners to adjust manpower and rider allocation.
• Design and embed SOPs at handover points, reducing supply‑side errors that affect customers.
• Lead cross‑functional ops reviews, turning KPI data into prioritized improvement sprints with clear owners and deadlines.
• Identify, pilot, and measure process improvements such as slot optimisation, routing logic, and rider zoning.
• Act as the operational escalation point for issues spanning driver supply and store operations.

Required profile

• Minimum 3 years of experience in operations, supply chain, logistics or fulfilment.
• Proven experience working at the intersection of two operational functions (e.g., driver supply and store ops).
• Strong analytical instinct with ability to pull data, build simple dashboards and tell a clear story.
• Process‑design mindset: capable of documenting current‑state flows, identifying failure points and writing actionable SOPs.
• Excellent stakeholder management – influence without direct authority.
• Comfort with ambiguity and ability to find owners for cross‑functional problems.

Required skills

• Excel
• Tableau