Store Captain (Last Mile Manager)
- Zepto
- 2 - 7 years
- Hyderabad
- 25 days ago
- Email to a friend
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Job Description
Store Captain (Last Mile Manager) Job Description
1. Role Overview
At Zepto, the Store Captain is the on-ground leader responsible for rider performance, reliability, and Direct Handover % (DH%) across Zepto stores. They act as the bridge between the rider fleet and city operations, ensuring every delivery partner adheres to process discipline, completes onboarding smoothly, and maintains high Direct Handover performance. The captains success is directly tied to DH% and 110th Order Reliability.
2. Key Responsibilities
Primary KRAs:
1. 1. Direct Handover % (DH%)
- Maintain 90% DH% across assigned stores (average of both).
Drive operational discipline rider app login, on-time reporting, and readiness.
Identify and fix low DH% causes via training or process corrections.
2. 2. 110th Order Reliability
- Ensure 90% of new riders complete their first 10 orders without drop-off.
Track early performance and intervene for low reliability.
Collaborate with training teams for SOP reinforcement.
3. Additional Responsibilities
- Maintain rider attendance and availability discipline.
- Handle first-level grievances and escalations. (CSAT > 90%, Rider NPS > 70%)
- Support sourcing via rider referrals and local leads.
- Rider asset inventory cc (every Monday)
- Daily rider huddles
4. Key Skills & Competencies
- People management and motivational skills
Data interpretation and dashboard familiarity
Conflict resolution and communication skills
Local language fluency + basic English
Familiarity with Excel/Sheets for daily reporting
5. Qualifications
- Graduation preferred
Min 13 years experience in delivery, logistics, or fleet management
Prior experience in team-handling or rider operations preferred
Job Classification
Industry: Internet (E-Commerce)Functional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: ContractContact Details:
Company: ZeptoLocation(s): Hyderabad
Keyskills: Last Mile Fleet Operations Fleet Management Operations
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