CX & Live Operations Manager
About the role
Own end-to-end support operations and live delivery dispatch. You'll run the real-time control tower, uphold SLAs, lead peak war-rooms, enforce quality/safety, and turn data into daily actionacross merchants, customers, and riders. This is more than just a job; you'll be a key member of the core team with ownership and the opportunity to own equity shares.
Key responsibilitiesSupport & feedback management
- Own all inbound enquiries, feedback, incident reports, and complaints from merchants/customers/riders via chat, email, phone, and social.
- Maintain SLAs, tone/quality standards, and a closed-loop improvement process (root-cause fix verify).
- Ensure accurate tagging, notes, and dispositions; publish daily/weekly scorecards.
Real-time delivery & dispatch
- Operate the delivery control tower: live order queue, ETAs, rider availability, merchant prep times.
- Configure and optimise dispatch policies: assignment rules, batching, re-assignment, geo-fencing, surge/cap logic.
- Hit operational SLAs: order-accept time, pickup wait, on-time delivery, incident MTTR.
- Run peak war-rooms (lunch/dinner): command cadence, cross-party comms, and escalation.
Quality, safety & recovery
- Enforce food-handling SOPs, tamper seals, and rider/merchant safety guidelines.
- Execute recovery playbooks for delays/spills/missing items; issue proactive ETA updates and credits per approval matrix.
- Maintain fraud/abuse controls: suspicious orders, promo misuse, multi-accounting flags.
Merchant & rider operations
- Ensure merchant readiness: menu hygiene, prep-time calibration, printer/tablet uptime.
- Monitor supply health: rider shift planning, heat-map coverage, incentive triggers, no-show controls.
- Coordinate with Product/Eng on bugs/tools; with Finance on payouts/invoices; with Compliance on safety and data privacy.
Analytics & reporting
- Monitor live CX & delivery dashboards; set alerts and investigate spikes.
- Maintain dashboards/metric definitions; segment by zone/time/merchant/rider.
- Ship daily digest + weekly insights with owners and due dates.
- Run quick A/B tests; report impact.
- Enforce data hygiene (accurate tags, reconciliation).
Requirements
- 47 years in CX/support ops and/or live/marketplace operations (food delivery, logistics, ride-hailing, or e-commerce preferred).
- Proven experience with real-time ops, dispatch configuration, and SLA design/enforcement.
- Hands-on with helpdesk/telephony (Salesforce) and dispatch/driver consoles.
- Strong communication under pressure; crisp incident leadership and stakeholder management.
- Data-driven: comfortable with dashboards and spreadsheets (bonus: Looker/Tableau/Data Studio, SQL).
- Working knowledge of food safety, fraud/risk controls, and data privacy.
