Delivery Operations Lead

About the Role

Arkan Marketing Services seeks a proactive Delivery Operations Lead to oversee daily last-mile delivery activities within Qatar. The incumbent will manage dispatch processes, route planning, driver tracking, and resolution of delivery challenges. Close collaboration with store teams, customer service, drivers, and third-party delivery providers is essential to optimize operations.

Key Responsibilities

• Coordinate daily dispatch by assigning orders to drivers and planning optimal routes based on location, priority, and delivery deadlines.
• Monitor driver locations, availability, and workloads, dynamically updating assignments as new orders come in.
• Track every order from pickup stage through successful delivery or, if applicable, unsuccessful delivery or returns.
• Detect causes of delays, excessive trips, waiting times, and imbalanced workloads, implementing effective improvements.
• Organize driver availability with external delivery partners and arrange increased capacity during peak demand periods.
• Assess driver punctuality, delivery outcomes, customer feedback, and compliance; liaise for remedial actions or driver replacements as necessary.
• Develop and enforce standard operating procedures for pickups, customer interactions, delivery confirmation, failure handling, returns, and cash handover processes.
• Maintain detailed dispatch documentation including timestamps, delivery proofs, and reasons for failed attempts.
• Coordinate with drivers, store administration, and Finance teams to verify cash and returned product handovers, addressing discrepancies promptly.
• Deliver daily summaries and weekly reports analyzing delivery completion rates, delays, driver efficiency, and proposed enhancements.

Qualifications

• A minimum of three years' experience in last-mile delivery, courier dispatch, or e-commerce delivery operations.
• Demonstrated expertise in managing drivers directly, order allocation, route planning, and troubleshooting delivery issues.
• Comprehensive knowledge of Qatar's road networks and delivery zones.
• Experience working with external delivery providers and managing surge capacity during busy periods.
• Proven ability to enhance dispatch protocols and improve driver performance.
• Proficiency with Excel or Google Sheets, digital mapping technologies, and delivery tracking systems.
• Understanding of cash-on-delivery processes, proof of delivery requirements, and returns management.
• Excellent communication, organizational, problem-solving, and follow-up capabilities.
• Strong command of English; Arabic language skills are advantageous.
• Availability to commence work immediately within Qatar.