Supervisor, Fleet Operator Support

About the role

The Supervisor, Fleet Operator Support leads a team that ensures smooth daily operations for fleet operators. This role monitors performance, handles operational issues, and coordinates with multiple internal teams to maintain service standards.

Key responsibilities

• Lead and supervise the Fleet Operator Support team.
• Monitor daily operator performance, attendance, workload, and productivity.
• Support operators in handling rider and order‑related operational issues.
• Monitor real‑time operations and coordinate quick actions for operational problems.
• Ensure operators follow SOPs, service standards, and escalation procedures.
• Coordinate with Rider Support, Fleet Operations, Acquisition, Training, and other teams.
• Track rider availability, order assignment, cancellations, rejections, and other operational KPIs.
• Identify operational issues and provide timely solutions or escalations.
• Prepare daily and weekly performance reports.
• Conduct team briefings, coaching, and performance follow‑ups.
• Ensure proper shift coverage and smooth handover between teams.
• Support new operators with system training and operational processes.
• Collect operational feedback and recommend process improvements.
• Handle urgent operational situations and support the team during peak hours.

Required profile

• Bachelor’s degree in Business Administration, Management, Logistics, or a related field.
• 2–3 years of experience in operations, fleet management, delivery, logistics, ride‑hailing, or customer/operator support.
• Previous experience in team supervision or leadership is preferred.
• Experience in Food Delivery, Express Delivery, Ride‑Hailing, or E‑commerce is an advantage.
• Strong leadership, communication, coordination, and problem‑solving abilities.
• Ability to monitor real‑time operations and make quick decisions.
• Target‑oriented with strong ownership and accountability.
• Good analytical and reporting skills.
• Comfortable working in a fast‑paced environment with flexible shifts, including weekends and peak hours.