Operations Manager at DropX Delivery Services

DropX is building an AI‑assisted last‑mile delivery network and marketplace (e-commerce infrastructure) in Lagos. Our unwavering commitment to innovation, quality, and excellence is reflected in every facet of our operations.

We are recruiting to fill the position below:

Job Title: Operations Manager

Location: Lagos
Employment Type: Full-time

Job Summary

• The Operations Manager will be responsible for turning strategic plans into day‑to‑day execution across hubs, riders, vendors, fulfillment, and the cold‑chain.
• The ideal candidate will build and run DropX’s operational engine, ensuring on‑time delivery, customer satisfaction, and regulatory compliance, while tightly controlling costs and hitting growth targets.

Responsibilities
Operations Leadership:

• Oversee daily logistics operations for multiple hub locations, including order assignment, routing, dispatch, and delivery processes.
• Ensure smooth coordination between DropX’s mobile apps (customer, rider, and vendor) and the operations backend.

Hub Management:

• Establish and manage local hub(s) where inventory (including temperature‑sensitive goods) is received, stored, packed, and dispatched. Implement inventory controls, quality checks, and cold‑chain protocols for refrigerated/frozen products.
• Ensure hubs meet safety and hygiene standards.

Rider & Fleet Coordination:

• Recruit, train, and schedule delivery riders.
• Set performance standards (on‑time delivery, customer feedback) and monitor rider utilization.
• Manage fleet assets or partnerships (motorbikes, vans, or third‑party couriers) to meet demand.
• Address rider safety, incident reporting, and incentives.

Vendor & Merchant Onboarding:

• Work with vendors (retailers, pharmacies, restaurants) to list products on DropX’s marketplace.
• Ensure vendors meet onboarding criteria (licenses, product quality, and packaging).
• Train vendors on DropX processes (order fulfillment, stock updates, and returns).
• Foster strong vendor relationships to ensure high product availability and compliance.

Order Fulfillment:

• Streamline the end‑to‑end fulfillment process.
• Coordinate picking, packing, and shipping of orders from hubs to customers.
• Manage returns/refunds process and restocking.
• Implement measures to minimize shrinkage/spoilage (especially for cold‑chain goods).

Customer Experience:

• Own the delivery aspect of customer satisfaction.
• Define service standards (delivery windows, communication protocols).
• Handle escalated customer service issues related to deliveries and logistics.
• Work with Customer Support to monitor feedback and implement improvements.

Safety & Security:

• Enforce safety protocols for riders (helmets, PPE) and secure handling of cash on delivery.
• Ensure hubs have fire safety equipment and emergency plans.
• Maintain insurance for goods in transit and third‑party liability.
• Oversee compliance with health guidelines in warehouses and deliveries.

Regulatory Compliance:

• Ensure operations adhere to local regulations (Lagos transport laws, electronic commerce guidelines, cold‑chain standards).
• Maintain awareness of NERC/LASERC requirements (for any EV fleets or power usage), NDPR (data protection), CAMA (company law), and sector guidelines (e.g., pharmacy/medical delivery rules for RX).
• Coordinate with legal/finance on AML/KYC processes for payments and vendor vetting.

Data & Metrics:

• Define and track key operations KPIs: (orders per day, on‑time delivery rate, average delivery time, rider utilization, hub throughput, and fulfillment cost per order, cold‑chain spoilage %).
• Implement dashboards for real‑time monitoring and regular reporting.
• Use data to identify bottlenecks and drive continuous improvement.

Financial Management:

• Build and manage the operations budget.
• Control operational costs (warehousing, transport, staffing) to meet targets.
• Work with finance to set delivery pricing (70/20/10 revenue share model, as envisioned) and forecast revenue from logistics services.
• Provide input on investment needs (e.g., new hubs, vehicles, cold storage).

People Leadership:

• Recruit and mentor the operations team (hub supervisors, rider leads, vendor ops managers, data analysts).
• Set clear goals and accountability.
• Maintain a high-performance culture with regular performance reviews and training.

Technology Collaboration:

• Work closely with the CTO/Product team to implement technology solutions (route optimization, warehouse management, real‑time tracking).
• Ensure operational processes are well‑documented for the platform and that field feedback drives product improvements.
• Carry out other duties as assignedby management.

Qualifications and Skills

• Bachelor’s Degree in Supply Chain / Logistics, Operations Management, Engineering, Business Administration, or a related field (advanced degree or MBA is an added advantage).
• 5+ years in operations or logistics roles, including at least 3 years in a leadership position.
• Prior experience in last-mile delivery, e-commerce logistics, fast-moving consumer goods distribution, or related sectors is strongly preferred.
• Familiarity with cold-chain logistics (perishables or pharmaceuticals), pharmacy/pharma delivery (if RX is offered), and multi-hub distribution models.
• Proficiency with logistics and route‑planning software, fleet management systems, and data analytics tools.
• Competent in Google Workspace or MS Office for reporting.
• Knowledge of Nigerian regulatory environment for logistics, eg: Lagos State transport/commerce regulations, NERC / LASERC

Application Closing Date
30th May, 2026.

How to Apply
Interested and qualified candidates should send their resume to: dropx.hr@dropx.africa and copy kola@dropx.africa using the Job Title as the subject of the mail.