Tapsi Delivery- Operational Excellence Manager

About Tapsi Delivery:
Tapsi Delivery is a fast-growing organization managing tens of thousands of orders daily. In partnership with Tapsi Food and Okala. we are ready to enter new markets and increase our daily order volume.

About The Role:

The Operational Excellence Manager is a key leadership role responsible for driving efficiency, improving service quality, and implementing scalable solutions across Tapsi Delivery’s operations. You will analyze operational processes, establish key performance indicators (KPIs), and develop innovative strategies to optimize our delivery systems. This role requires a balance of strategic vision, data-driven decision-making, and hands-on execution to support both short-term improvements and long-term growth. Additionally, you will oversee driver engagement initiatives to enhance service quality, satisfaction, and retention.

Key Responsibilities

• Develop and implement KPIs to measure and make operational processes visible and measurable.

• Analyze data to identify inefficiencies, opportunities, and provide actionable insights to improve performance.

• Collaborate with teams to implement proposed solutions and ensure quality control at every step of operations.

• Manage budgets effectively, aligning spending with strategic goals and optimizing cost structures without compromising service quality.

• Establish and monitor key efficiency metrics to drive improvements in operational processes.

• Design and implement training programs to enhance driver service quality and align with service expectations.

• Build a feedback loop to continually assess and improve driver satisfaction and service quality in collaboration with the Customer Experience (CX) team.

• Create loyalty programs and perks to increase driver engagement, utilization, and retention.

• Take responsibility for driver communications, ensuring clarity and alignment with organizational objectives.

• Lead initiatives to streamline workflows, reduce delivery times, and improve operational efficiency using methodologies such as Lean or Six Sigma.

• Collaborate with the technology team to identify and implement tools that enhance performance and scalability.

• Support new market entries by establishing scalable operational frameworks and ensuring smooth integration with partners such as Tapsi Food, Tapsi Shop, and Okala.

Requirements

• Minimum of 5 years’ experience in operations, logistics, or supply chain management, with a leadership role.

• Proven track record in implementing operational excellence initiatives and achieving measurable results.

• Expertise in data analysis, performance monitoring, and process optimization.

• Proficiency in Lean, Six Sigma, or similar continuous improvement methodologies.

• Strong leadership and communication skills with experience managing cross-functional teams.

• Familiarity with Customer Experience (CX) processes and tools, and the ability to integrate CX feedback into operational strategies.

• Adaptability to thrive in a dynamic, high-growth environment.