Home Delivery Operations Manager, Durban

The Home Delivery Operations Manager will be responsible for the seamless management and coordination of day-to-day operations for all Pedros Delivery services, and any projects and task related to these services. This role requires a strategic thinker with strong analytical skills, problem solving skills and an in-depth understanding of the QSR franchising business model.

Responsibilities

Own Delivery:

Manage the end-to-end process of the Pedros Own Delivery service to customers, including but not limited to all systems, tech-enablers, store operations and SOPs throughout the entire customer journey or placing and receiving a delivery order, with the goal of continuously improving customer experience, while enhancing store efficiencies and profitability.

3rd Party Delivery:

Coordinate with third-party delivery service providers.

Monitor and evaluate the performance of third-party services.

Ensure compliance with company standards and policies.

Resolve any issues related to third-party deliveries.

Collaboration with Service Providers:

Maintain strong working relationships with service providers.

Work alongside the Senior Home Delivery Manager to negotiate contracts and agreements with service providers.

Coordinate integration of service provider platforms with the company’s systems.

Analysis and Reporting:

Prepare and distribute daily, weekly and monthly reports for the Operations team to use to effectively manage delivery operations on the ground, that leads to improvement in ops standards, customer experience, store profitability.

Strategic Planning and Execution:

Develop and implement operational strategies to enhance service delivery.

Monitor industry trends and adapt strategies accordingly.

Lead projects to improve operational efficiency and customer satisfaction.

Requirements

Higher certificate or diploma in Business Administration, Operations Management, or a related field/preferred.

Minimum of 3 years’ experience in operations management or training (within the QSR industry) – with ample experience in managing deliveries, drivers and delivery systems.

Must be experienced in dealing with and resolving issues with irate customers.

Strong operational and problem solving skills.

Strong understanding of the QSR franchising business model.

Excellent leadership, communication, and interpersonal skills.

Proven ability to manage and coordinate multiple projects and meet deadlines.

Ability to work collaboratively with internal teams and external service providers.

Problem‑solving mindset with a focus on continuous improvement.

Highly proficient in MS Excel, PowerPoint and Teams.

Good understanding of POS systems (Micros&Gaap) and 3rd party delivery systems (Yumbi, Mr D, Uber Eats, etc.).

Own vehicle, with ability to travel to various store locations.

Willingness to work hours aligned to business operating hours, and be available on weekends to attend to emergencies, and support the team during peak trading hours.

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