Job Description

Role Objectives:

Manage the day-to-day execution of the Buddy delivery network, ensuring efficient order
fulfillment, reliable fleet performance, and high-quality customer experience. The role serves
as the operational link between Buddies and customers, using data-driven insights to resolve
delivery incidents, monitor live shifts, and optimize processes across the Buddy ecosystem.

Roles & Responsibilities:

Core Daily Responsibilities
● Monitor live orders and assign them to Buddies in real time based on zone,
availability, and workload.
● Track Buddy attendance, check-ins, and daily guarantees.
● Serve as the first point of contact for Buddies during shifts, resolve blockers,
handle no-shows, answer queries.
Customer & Incident Management
● Step in when a customer complaint or mid-order issue arises — communicate
directly with the customer to resolve it.
● Escalate or make judgment calls on cancellations, reassignments, or refunds
within defined boundaries.
● Log incidents and feed patterns back to Mohammad for product/ops
improvements.
Top Service & Buddy Coordination
● Monitor live orders and assign them to Buddies in real time based on zone,
availability, and workload.
● Track Buddy attendance, check-ins, and daily guarantees.
● Serve as the first point of contact for Buddies during shifts, resolve blockers,
handle no-shows, answer queries.

● Keep ops tracker updated with shifts, assignments, and incidents.
● Flag and document performance issues with Buddies.
● Support operational launches for new initiatives and pilot projects
Required Education, Knowledge, And Skills:
● 3–5 years in operations, logistics, or last-mile delivery management.
● Strong proficiency in Excel or Google Sheets for reporting and data analysis.
● Professional fluency in English.
● Demonstrated ability to identify operational patterns and implement solutions
independently.