Order Care Manager

Responsibilities

• Lead, coach, and manage the Order Care team, including performance tracking, KPIs, and development
• Oversee the end-to-end order management process, ensuring accuracy, efficiency, and SLA compliance
• Handle and resolve escalated customer–rider (captain) cases fairly and in line with policies
• Coordinate with dispatch, stores, and internal stakeholders to ensure smooth order fulfillment
• Monitor order queues, workloads, and turnaround times to optimize operational efficiency
• Analyze Order Care and customer data to identify trends, root causes, and improvement opportunities
• Drive process improvements, quality audits, and reporting to enhance service quality and customer satisfaction

Requirements

• Bachelor's degree in industrial engineering, Business, Logistics, or a related field
• Minimum of 7 years of experience in Order Care, Operations, Last-Mile, Customer Support, or a related operational field