Operational Head – Pickup, Delivery & Service Operations
Others
Job Id :100181748
Description
Job Title:
Operational Head – Pickup, Delivery & Service Operations
Location:
Kuwait
Salary:
💬 To be discussed in person (based on experience, capability, and responsibility)
Working Hours:
• Full-time
• Shift flexibility required (day/night supervision when needed)
• Availability during operational emergencies is mandatory
Days Off:
• As per company policy (subject to operational needs)
⸻
Role Purpose (Read This Carefully)
The Operational Head is the backbone of daily operations.
This role is not clerical, not symbolic, and not optional.
You are responsible for making sure the business runs smoothly every single day — pickups happen on time, deliveries are not delayed, call center follows SOPs, drivers perform, complaints are resolved, and no operational excuses reach management.
If operations fail, this role is accountable.
⸻
Core Responsibilities (Very Detailed)
1. Daily Operations Control
• Oversee end-to-end daily operations:
• Pickup scheduling
• Delivery execution
• Driver deployment
• Route efficiency
• Order flow from call center to completion
• Ensure zero operational confusion between call center, drivers, and workshop
• Personally monitor daily order volume, delays, cancellations, and failures
• Make real-time decisions to fix bottlenecks without waiting for instructions
⸻
2. Call Center Supervision
• Supervise call center agents on:
• Attendance & punctuality
• Call quality and professionalism
• Order accuracy
• Response time (calls & WhatsApp)
• Ensure strict adherence to SOPs
• Conduct daily checks:
• Missed calls
• Wrong bookings
• Customer complaints caused by call center mistakes
• Train agents continuously on:
• Scripts
• Escalation rules
• Customer handling
• Replace underperforming agents when required (after warnings)
⸻
3. Driver & Fleet Management
• Manage all drivers:
• Shift allocation
• Route planning
• Daily task assignment
• Ensure drivers:
• Follow routes and schedules
• Behave professionally with customers
• Do not delay pickups/deliveries
• Monitor driver performance:
• Late arrivals
• Customer complaints
• Missed pickups
• Coordinate vehicle availability, maintenance issues, and replacements
• Enforce discipline strictly — no favoritism
⸻
4. Complaint Handling & Service Recovery
• Handle all operational complaints:
• Late pickup
• Late delivery
• Driver misconduct
• Call center errors
• Ensure complaints are:
• Logged properly
• Resolved quickly
• Reported with corrective actions
• Prevent repeat mistakes by fixing root causes
• Escalate only serious or exceptional issues to management
⸻
5. SOP Enforcement (Zero Compromise)
• Implement and enforce all SOPs related to:
• Call center
• Drivers
• Pickup & delivery
• Customer handling
• Identify SOP gaps and propose improvements
• Ensure staff do not create their own rules
• Discipline staff who repeatedly violate SOPs
⸻
6. Reporting & Accountability
• Prepare daily operational reports, including:
• Total orders
• Completed vs pending
• Delays & reasons
• Complaints summary
• Prepare weekly performance reports for:
• Call center agents
• Drivers
• Overall operations
• Be ready to explain every operational failure with facts, not excuses
⸻
7. Staff Discipline & Control
• Monitor staff behavior and discipline
• Issue warnings for:
• Late attendance
• Negligence
• Repeated mistakes
• Recommend termination when performance does not improve
• Maintain authority, structure, and hierarchy at all times
⸻
8. Coordination With Management
• Act as the single point of contact between operations and management
• Provide honest ground reality — no hiding issues
• Execute management decisions without delay
• Suggest operational improvements backed by logic and data
⸻
Requirements (Non-Negotiable)
• Proven experience in operations management (logistics, delivery, service industry preferred)
• Strong leadership and decision-making skills
• Ability to handle pressure and solve problems instantly
• Excellent coordination and communication skills
• Discipline, integrity, and accountability mindset
• Comfortable managing people, not pleasing them
⸻
Performance Expectations
• Operations must run smoothly every day
• Delays and complaints must continuously reduce
• Staff must follow SOPs without excuses
• Management should not be dragged into daily firefighting
⸻
Contract & Authority Notes
• This is a responsibility-heavy role
• Authority comes with accountability
• Salary, incentives, and future growth will be discussed face-to-face
• Continued employment depends on measurable operational performance
⸻
Bottom Line (Very Clear):
This role is for someone who:
✔ Takes ownership
✔ Solves problems instead of reporting them
✔ Can control people and processes
✔ Understands that operations decide profit or loss