Operations Manager at PicckR

PicckR is a delivery platform designed to connect individuals with packages to those who can efficiently deliver them while following their daily routes. Our goal is to ensure deliveries are made swiftly, stylishly, and that "everyday people" can earn money through these deliveries. Launching one city at a time, PicckR aims to redefine the delivery experience. Stay tuned as we go live in Beta mode in just a few hours. Join our exclusive community to be among the first to test out the app and experience the future of deliveries.

We are recruiting to fill the position below:

Job Title: Operations Manager

Location: Lagos
Employment Type: Full-time

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 Closing Date
20th March, 2025.