Operations Manager at PicckR

Job Title: Operations Manager

Role Overview

• The Operations Manager will be responsible for optimizing delivery operations, enhancing customer satisfaction, and driving revenue growth for PicckR. 
• This role involves overseeing day-to-day logistics, ensuring platform efficiency, onboarding small businesses, and increasing platform transactions. 
• The ideal candidate is data-driven, process-oriented, and skilled in relationship management and business development.

Key Responsibilities
Operational Management:

• Oversee and improve the efficiency of day-to-day logistics and deliveries.
• Monitor and analyze key performance metrics such as delivery times, driver availability, and customer satisfaction.
• Coordinate with customer support to resolve operational issues and enhance service quality.
• Develop and implement strategies to improve PicckR engagement and retention.
• Utilize data insights to optimize delivery routes and reduce failed deliveries.

Small Business Onboarding & Growth

• Identify and acquire small businesses that can benefit from PicckR’s delivery services.
• Present PicckR’s value proposition and onboard businesses onto the platform.
• Drive engagement by converting newly onboarded businesses into active users.
• Collaborate with the marketing team to create campaigns that increase small business transactions.
• Maintain strong relationships with business users to drive repeat usage.

Revenue & Transaction Growth:

• Set and achieve monthly transaction and revenue targets.
• Monitor business usage trends to identify and implement strategies that increase order frequency.
• Collect feedback from business users to refine the platform’s offerings and improve user experience.

Customer Support & Dispute Resolution:

• Ensure customer inquiries and disputes are resolved efficiently and in a timely manner.
• Optimize response times and improve first-contact resolution rates.
• Reduce failed deliveries and chargebacks through proactive issue management.

Compliance & Process Improvement:

• Maintain adherence to operational protocols and industry best practices.
• Identify opportunities to automate workflows and enhance platform efficiency.
• Regularly review and implement process improvements to optimize costs and service quality.

Cross-functional Collaboration:

• Work closely with marketing, tech, and customer support teams to align operational efforts with company goals.
• Engage with external partners and stakeholders for service enhancements and business growth.

Expectations:

• Ownership & Initiative: Proactively identify and solve operational bottlenecks.
• Data-Driven Decision-Making: Use analytics to guide operational improvements.
• Customer-Centric Approach: Ensure high service quality and satisfaction for both SenndRs and PicckRs.
• Process Optimization: Continuously refine workflows to enhance platform efficiency.
• Collaboration & Communication: Work effectively with internal teams and external stakeholders.
• Scalability & Growth Mindset: Implement strategies that support business expansion.

Key Performance Indicators (KPIs)
Operational KPIs:

• On-time Delivery Rate: ≥95% of deliveries completed on time.
• Average Delivery Time: Under 1 hour from pickup to drop-off.
• Process Adherence Rate: 98% compliance with pickup, verification, and delivery protocols.
• Failed Delivery Rate: ≤3% failed or incomplete deliveries.
• Operational Cost per Delivery: Maintain cost efficiency while ensuring service quality.

 Customer Support KPIs:

• First Response Time: Under 5 minutes for high-priority cases.
• First Contact Resolution (FCR) Rate: 80-90% of issues resolved in the first interaction.
• CSAT Score for Support Interactions: ≥85% customer satisfaction rate.
• Support Ticket Backlog Rate: ≤5% of unresolved tickets after 24 hours.
• Average Support Handling Time per Ticket: Under 10 minutes for standard issues.

 Dispute Resolution & Chargebacks:

• Dispute Resolution Time: ≤24 hours for dispute closure.
• Chargeback Rate per Delivery: ≤1% of completed deliveries result in chargebacks.
• Dispute Escalation Rate: ≤10% of disputes require higher-tier intervention.
• Dispute Closure Satisfaction Rate: ≥80% satisfaction after dispute resolution.

 Settlements & Reconciliation KPIs:

• Settlement Accuracy Rate: ≥99.5% accuracy in settlements.
• Reconciliation Completion Time: ≤48 hours for weekly reconciliation.
• Discrepancy Rate: ≤1% of transactions flagged for discrepancies.
• Settlement Processing Time per Transaction: Sub-5 minutes per transaction.

Sales & Business Development KPIs:

• New User Acquisition Rate: ≥30 new SenndRs and PicckRs onboarded per month.
• Retention Rate for SenndRs and PicckRs: ≥80% retention month-over-month.
• Revenue per Active User: Increase profitability from both SenndRs and PicckRs.
• Partnership & Business Client Activation Rate: Steady growth in high-value users.
• Average Deliveries per PicckR: Increase average deliveries per active PicckR.

 Delivery Time & PicckR Matching KPIs:

• Matching Success Rate: ≥95% of delivery requests matched within 10 minutes.
• Unmatched Delivery Requests Rate: ≤5% of requests remain unmatched.
• Average Matching Time: Under 10 minutes from request to match.
• Delivery Completion Rate: ≥97% of deliveries successfully completed post-match.

 Cross-functional & Quality KPIs:

• Net Promoter Score (NPS): ≥50, measuring customer satisfaction and loyalty.
• Employee Utilization Rate: 80-90% workload efficiency across operations teams.
• Technology Adoption & App Usage Rate: Full adoption of core platform features.
• Incident & Compliance Rate: Maintain low delivery incidents and 100% compliance.
• Process Automation Rate: Increase automated workflows by 10% quarterly.

 KPI Tracking & Reporting:

• Regular Monitoring: Weekly tracking and monthly reviews of performance metrics.
• Balanced Scorecard: Ensure visibility across customer service, quality, and growth.
• Continuous Improvement: Implement data-driven optimizations to enhance performance.

 Business Onboarding & Growth KPIs:

• New Business Sign-ups: Onboard at least 30 small businesses per month.
• Activation Rate: ≥70% of onboarded businesses complete their first transaction within a month.
• Retention Rate: ≥60% of businesses remain active after three months.

 Revenue & Transaction KPIs:

• Transaction Growth: Increase total platform transactions by ≥15% per month.
• Repeat Business Rate: ≥60% of businesses place multiple orders monthly.

Required Qualifications & Skills

• Candidates should possess a Bachelor’s Degree
• Experience: 2+ years in operations, business development, or logistics.
• Problem-Solving: Strong analytical and decision-making capabilities.
• Communication: Excellent relationship management and negotiation skills.
• Data Proficiency: Ability to track KPIs, analyze trends, and drive improvements.
• Sales & Partnerships: Experience in onboarding businesses and fostering B2B relationships is a plus.
• Industry Knowledge: Familiarity with logistics and last-mile delivery is an advantage.

Salary
N200,000 – N250,000 monthly.

Application Instructions:

The application deadline is 20th March, 2025. Qualified and interested candidates should send their updated Resume to: [email protected]  using the Job Title as the subject of the email.

Note: Only qualified candidates will be contacted. It is important to visit the official website (link found below) for detailed information on how to apply successfully for this vacancy.