Operations Manager

About Swiggy:

Swiggy is India’s leading on-demand delivery platform with a tech-first approach to logistics and a solution-first approach to consumer demands. With a presence in 500+ cities across India, partnerships with hundreds of thousands of restaurants, an employee base of over 5000, a 2 lakh+ strong independent fleet of Delivery Executives, we deliver unparalleled convenience driven by continuous innovation. Built on the back of robust ML technology and fuelled by terabytes of data processed every day, Swiggy offers a fast, seamless and reliable delivery experience for millions of customers across India.

From starting out as a hyperlocal food delivery service in 2014, to becoming India’s leading on-demand convenience platform today, our capabilities result not only in lightning-fast delivery for customers, but also in a productive and fulfilling experience for our employees.

About the team: Rider Sourcing Team within the D&D org responsible for managing Delivery Executive sourcing through multiple channels

Should lead & work with cross-functional teams to create products for a seamless onboarding experience for delivery partners.

Responsibilities

• Own the end-to-end hiring targets for delivery partners across assigned cities/zones - drive planning, execution, and daily monitoring of performance against targets, with root cause analysis and corrective action for underperforming locations.
• Own the reliability of new delivery partners completing their first assignment, identifying drop-off points in the process and driving regular corrective interventions; monitor input volumes, call quality, and outreach attempt rates.
• Drive early-stage activation of new joiners to improve their productivity and retention, tracking progress of new joiner cohorts and deploying targeted initiatives to help them become fully productive.
• Own the smooth transition of new joiners from the payment/agreement stage through to full onboarding, targeting high completion rates weekly through close coordination with city-level partner agencies.
• Conduct structured ground visits to engage with delivery partners (own and other marketplace) to gather first-hand feedback and competitive intelligence on payouts, incentives, and sourcing approaches to inform strategy.
• Maintain a disciplined visit-planning cadence and ensure timely logging of field interactions to convert ground insights into action.
• Strengthen partnerships with outsourced hiring agencies through structured performance reviews, driving agency accountability on onboarding speed, transition completion, productivity, quality, and target achievement.
• Design and implement interventions to lift agency hiring efficiency, backed by regular call quality audits and coaching.
• Ensure tight cross-functional coordination with city operations teams, hiring partner agencies, and central teams to keep hiring workflows running smoothly.
• Identify process gaps and drive ongoing improvement initiatives; maintain and enforce updated standard operating procedures across the team.
• Build and lead a high-performing team - manage headcount and rostering, drive individual performance through regular one-on-ones and coaching, and identify/develop future leaders.
• Own productivity targets for the field recruiting team across assigned cities/zones - track output regularly, flag under-performers for timely intervention, and maintain approved team headcount.
• Drive regular business reviews against defined goals with city and leadership stakeholders, using performance data to steer decisions.
• Conduct regular audits (call quality, agency performance, and process compliance) to ensure adherence to operational standards; act as escalation point for supervisor-related or complex operational issues.

Desired Skills & Qualifications

• Proven experience managing large-scale, multi-city hiring or field operations, preferably in e-commerce, logistics, or allied industries.
• Strong analytical and data-driven decision-making skills, with the ability to work with performance data to drive corrective action.
• Ability to operate with urgency across fast-moving review cycles and manage ambiguity in a dynamic environment.
• Excellent stakeholder management skills able to coordinate effectively with partner agencies, city operations teams, and central teams.
• Hands-on experience in process design, SOP governance, and driving process improvement initiatives.
• Strong people leadership skills team management, coaching, one-on-ones, and succession planning.
• Field-oriented mindset with willingness to conduct regular ground visits and engage directly with delivery partners and competitor agents.
• Strong communication, composure under pressure, and a proactive, result-oriented approach with high attention to detail.

"We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regards to race, color, religion, sex, disability status, or any other characteristic protected by the law"

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability status, or any other characteristic protected by the law.