Main Duties:
This role focuses on post-checkout fulfillment optimization - driver supply and order completion. The specialist will own driver journey improvements, coordinate with Operations on supply initiatives, and optimize merchant fulfillment workflows to maximize completion rates.
Responsibilities:
Driver Journey Optimization:
- Monitor driver pools, acceptance rates, and utilization
- Analyze driver behavior and identify improvement opportunities
- Design driver incentive programs and gamification
- Target: Improve completion rate from 94% to 98%+
Supply Scheme Coordination:
- Work with OE & PE teams (Operation Department) on driver supply projects
- Coordinate driver recruitment campaigns
- Optimize driver allocation and dispatch efficiency
- Align driver incentives/schemes with business objectives (collaborating & aligning with Marketplace-Supply team)
- Support driver retention and satisfaction initiatives
Merchant Fulfillment:
- Optimize merchant preparation workflows
- Reduce merchant-related cancellations
- Work with Merchant Engagement on fulfillment standards
- Analyze merchant performance data and identify issues
- Support merchant training and capability building
Incubation Support:
- Lead supply-side improvement initiatives
- Collaborate with Operations on dispatch optimization
- Coordinate with BD on merchant quality
- Support crisis response for supply disruptions
Requirements:
Experience:
- 3-5+ years in operations, supply chain, or driver management
- Experience in food delivery, logistics, or on-demand services
- Track record of improving fulfillment metrics
- Cross-functional project management experience
Education:
- Bachelor's degree prefers in Operations, Engineering, Business, or related field
Skills:
- Strong analytical and problem-solving skills
- Data analysis proficiency (Excel, SQL)
- Understanding of gig economy and driver behavior
- Excellent coordination and communication abilities
