City Operations Manager-Hyper Local Delivery

City Operations Manager – Hyperlocal Delivery
Company: Prune Digital Consumer Solutions Private Limited
Business Division: Trun Network
Location: Delhi NCR
Experience: 5–9 years
Department: Operations
Reporting To: Head of Operations / COO
About Trun Network
Trun Network is a technology-enabled logistics service provider integrated with ONDC, building a scalable delivery network for hyperlocal and on-demand deliveries.
Our operating model combines technology-led order allocation, a distributed delivery-partner network, and a centralized control tower to fulfil orders across multiple business categories.
We are looking for an experienced hyperlocal operations professional to manage city-level delivery execution, rider availability, order fulfilment, and operational performance across Delhi NCR.
Role Overview
The City Operations Manager will be responsible for ensuring that Trun has the right number of active delivery partners in the right locations at the right time, and that incoming orders are assigned and delivered within the committed service levels.
This is a hands-on operations role requiring direct ownership of rider supply, delivery fulfilment, micro-market performance, field execution, and cost per delivery.
This role is specifically for candidates with experience in food delivery, quick commerce, grocery delivery, or other on-demand hyperlocal delivery platforms.
Experience limited to warehousing, traditional transportation, courier networks, or scheduled same-day/next-day delivery operations will not be sufficient.
Key Responsibilities1. City-Level Delivery Operations
Manage day-to-day hyperlocal delivery operations across assigned city clusters, areas, and micro-market zones.
Ensure orders are assigned to delivery partners promptly and delivered within the committed SLA.
Monitor order fulfilment, rider acceptance, pickup delays, successful deliveries, cancellations, and delivery breaches.
Identify operational bottlenecks and implement immediate corrective actions.
Maintain operational readiness during peak hours, weekends, promotional events, and demand spikes.
2. Rider Supply and Availability
Ensure adequate active and available riders across all operational zones, based on order demand and time-of-day patterns.
Manage rider sourcing through field recruiters, referral programmes, vendors, and delivery-partner agencies.
Drive rider onboarding, KYC completion, first-order activation, attendance, retention, and reactivation.
Monitor active riders against required capacity and address shortages in underperforming zones.
Improve rider productivity, acceptance rates, utilisation, and completed orders per rider.
Develop backup supply mechanisms for high-demand periods and unexpected rider shortages.
3. Micro-Market and Zone Management
Monitor performance at cluster, area, and zone levels.
Identify demand-supply imbalances and take corrective action through rider deployment and local sourcing.
Establish clear operating targets for frontline personnel and outsourced field teams.
Manage zone-wise rider availability, order allocation, fulfilment, delivery performance, and cost.
Build an accountable field-operations structure that can scale as Trun expands across Delhi NCR.
4. Control Tower and Dispatch Coordination
Work closely with the central control tower to ensure orders are allocated and fulfilled efficiently.
Monitor unallocated orders, delayed pickups, rider unavailability, cancellations, and SLA breaches.
Coordinate with the technology team to identify and resolve recurring operational issues affecting dispatch, rider availability, and order notifications.
Use operational dashboards to identify problem zones and improve real-time decision-making.
Ensure timely escalation and closure of critical delivery issues.
5. Cost and Productivity Management
Own city-level delivery cost per completed order and operational productivity.
Improve rider utilisation and reduce idle capacity, failed deliveries, avoidable cancellations, and inefficient deployment.
Implement target-linked incentives for eligible frontline personnel, rider-sourcing teams, and supply partners.
Monitor payout efficiency and the commercial performance of rider vendors and sourcing agencies.
Recommend operational improvements that increase fulfilment without proportionately increasing fixed manpower costs.
6. Partner and Stakeholder Coordination
Coordinate with ONDC buyer network participants, merchants, and delivery partners to maintain service levels.
Review partner-wise delivery performance and address recurring operational escalations.
Work with business teams to ensure sufficient rider capacity before new partners, service areas, or order volumes are launched.
Provide structured operational feedback to the control tower, product, and technology teams.
7. Reporting and Performance Reviews
Conduct daily reviews of rider supply, order fulfilment, delivery SLAs, cancellations, and cost per delivery.
Prepare zone-wise and city-level performance reports.
Establish corrective action plans for underperforming zones and track improvements.
Maintain clear accountability for delivery outcomes across field teams and external supply partners.
Mandatory Candidate Requirements
5–9 years of experience in hyperlocal delivery operations, food delivery, quick commerce, grocery delivery, or an equivalent on-demand delivery business.
Direct experience managing city-level, area-level, or multi-zone delivery operations.
Hands-on experience managing an active gig-rider or delivery-partner network.
Experience handling rider availability, supply-demand balancing, delivery fulfilment, and peak-hour operations.
Demonstrated understanding of delivery SLAs, rider productivity, cancellations, and cost per order.
Strong operational analytical skills and experience using dashboards to drive performance.
Ability to manage field teams, third-party manpower agencies, and outsourced rider-sourcing partners.
Preferred Candidate Background
Candidates from city operations, delivery partner operations, supply operations, or fleet operations teams at food-delivery, quick-commerce, grocery-delivery, and on-demand hyperlocal platforms are preferred.
Experience in Delhi NCR or other high-density urban delivery markets will be an advantage.
Not suitable: Candidates whose experience is exclusively in warehouse or dark-store operations, line-haul transportation, freight forwarding, conventional courier networks, or scheduled SDD/NDD fulfilment without direct ownership of on-demand rider supply and delivery execution.
Key Performance Indicators
The City Operations Manager will be measured on:
Successful delivery and order fulfilment rates.
On-time delivery and partner SLA compliance.
Active rider availability against required capacity.
Rider activation and completed orders per active rider.
Order allocation time and cancellation rate.
Delivery cost per completed order.
Zone-wise operational performance.
Productivity and cost efficiency of frontline teams and supply partners.
Targets will be established against Trun's operating baseline, partner commitments, and city-level economics.
First 90-Day Priorities
First 30 days: Understand the existing network, establish baseline metrics, identify rider supply gaps, and diagnose the largest causes of delivery failures and SLA breaches.
Days 31–60: Improve rider availability, strengthen zone-level accountability, introduce daily performance reviews, and address the highest-impact fulfilment and productivity issues.
Days 61–90: Establish a repeatable city operating model with measurable zone targets, effective supply planning, cost controls, and a structured performance-management system.
What Success Looks Like
The successful candidate will build a reliable and productive hyperlocal delivery operation across Delhi NCR, ensuring that riders are available where demand exists, orders are fulfilled within committed SLAs, delivery costs remain competitive, and operational performance improves consistently.

Work arrangement
No