City Ops Head – Pune Full Time

Location: Pune, India (On-site)

Type: Full-Time

Experience: 5-8 years

Reports To: Head of Operations & CEO

About Dispatch Network

Dispatch Network is building Last Mile 2.0 — the most efficient and full-stack last-mile delivery network in India, powered by proprietary AI models and technology-first operations. We serve food delivery, quick commerce, grocery, e-commerce, and pharma — operating across B2B clients and B2C consumers.

We’re scaling from proven MVPs and on-ground pilots to national operations. Pune is a key

growth market, and we need the right person to own it.

The Opportunity

As City Ops Head – Pune, you will be the single point of ownership for everything that moves in this city. You will run the full operational stack — delivery performance, hub management, delivery partner supply, unit economics, contact center oversight, and client SLA compliance.

This is not just a desk role. You’ll be on the ground, in the hubs, in the field — solving real problems in real time while simultaneously building the systems, SOPs, and team that make Pune run at scale.

You know Pune, its roads, its rider communities, its peak-hour quirks, and its logistics pressure points. You’ve built things here before. Now you’ll build Dispatch’s city operation from the ground up.

What You’ll Own
P&L — Revenue Per Order vs. Cost Per Order

• Track and own city-level unit economics: Revenue Per Order (RPO) vs. Cost Per Order (CPO) — every delivery must generate sustainable margin
• Monitor and decompose cost components: rider payouts, incentive spend, surge costs, rider acquisition, and productivity per rider per day
• Identify cost leakages through geographic, time-window, and client cohort analysis — and fix them
• Execute incentive programs on the ground; report back on whether they’re driving supply adequacy and profitability
• Partner closely with the Revenue & Cost Strategy Lead to ensure on-ground execution aligns with economic targets; feed Pune-specific ground observations into demand forecasting and supply planning models
• Contribute city-level inputs for festival, surge, and weekend demand planning — rain, events, and time-of-day patterns unique to Pune

DP Supply

• Own the complete Dispatch Partner lifecycle — sourcing, onboarding, training, performance management, and exits
• Leverage your Pune network to build and maintain a strong supply of DPs across gig communities, fleet aggregators, and DP associations
• Proactively manage DP attrition — build supply pipeline before you need it, not after
• Conduct daily rider huddles, enforce app login discipline, and track 1–10th Order Reliability for new riders

Order Performance

• Own city-level delivery KPIs: OTIF, RTO%, Cost Per Order (CPO), Direct Handover % 
• Ensure full SLA adherence across all active Pune zones 
• Proactively detect failure points and execute rapid corrective action before they impact clients or customers

CSAT / NPS

• Own CSAT and DP NPS for the city
• Track delivery experience scores at a zone, cluster and area level; identify systemic experience gaps and fix root causes
• Ensure DP welfare, grievance resolution, and dispute management are handled swiftly and empathetically — not escalated up unnecessarily

Managing DP Hubs Across the City

• Own and oversee multiple DP hubs across Pune — onboarding, KYC, support ops.
• Conduct regular hub audits, asset inventory checks, and SOP compliance reviews across all locations
• Manage hub infrastructure, capacity, and readiness for volume growth and new zone launches

Hiring & Training

• Lead hiring, onboarding, and upskilling of your tiered team: Fleet, Cluster and Zonal Managers, Fleet Recruiters, Hub Managers, and other ground teams
• Design and run field training programs to ensure consistent execution standards across all hubs and zones
• Build a high-accountability, safety-first culture where ownership is felt at every level of the team

MIS & Reporting

• Build and maintain city-level MIS — daily, weekly, and monthly dashboards covering RPO, CPO, OTIF, DH%, CSAT, Rider NPS, supply coverage, and hub performance
• Present data-backed operational and business reviews to leadership every week and month
• Proficient in Excel
• Create early-warning systems for P&L drift, SLA breaches, and supply shortfalls

Product Inputs

• Act as Pune’s voice to the Product and Tech teams — flag ground-level issues with the DP app, business logics, etc.
• Translate recurring operational pain points into structured product requirements
• Provide continuous feedback to the Customer Support Lead on patterns in rider grievances, order failures, and customer complaints to improve automation and chatbot accuracy

Contact Center Oversight

DP Support, Live Order Support & Customer Support

• Oversee city-level support operations across DP Support, Live Order Support, and Customer Support — ensure TAT, First Contact Resolution (FCR), CSAT, and escalation rates stay within SLA
• Own first-level escalation resolution for on-ground issues routed by the support team: rider availability, asset problems, fleet constraints, and mass rider grievances
• Build and maintain incident-grade response for high-impact city events — system outages, payout failures, or mass rider unrest — including severity classification, internal communication, and post-incident reviews
• Ensure escalations are traceable, auditable, and resolved at the root — not repeatedly patched
• Partner with the Customer Support Lead to operationalize cross-functional escalation flows between support, finance/payouts, operations, and compliance

Policies, SOPs & Compliance

• Write, implement, and maintain operational policies and SOPs across all city touchpoints — hubs, fleet, support, and field teams
• Ensure SOPs are enforced consistently and updated as operations evolve
• Maintain compliance with statutory, safety, and regulatory requirements across all Pune operations

What We’re Looking For
You’ve done this before — in Pune.

• 5–8 years in last-mile delivery, food delivery like Zomato, Swiggy, quick commerce like Blinkit, Zepto, Dunzo, Instamart, last-mile 3PLs like Shadowfax, Loadshare, or other gig/delivery platforms
• Must have worked in Pune in an operations capacity — deep knowledge of the city’s zones, traffic corridors, rider communities, and delivery pressure points is non-negotiable
• Well-networked in Pune’s delivery and gig ecosystem — existing relationships with DP communities, fleet aggregators, or logistics vendors in the city is a strong advantage

You can lead and deliver.

• Managed distributed ground teams of 50+ people across multiple zones, clusters and areas
• Handled DP escalations, managed attrition, and resolved on-ground disputes without losing operational continuity
• Owned or directly influenced a city or cluster-level P&L, with visibility into RPO and CPO dynamics

You’re analytical and hands-on.

• Strong command over operational metrics — OTIF, RTO%, DH%, CSAT, Rider NPS, RPO, CPO
• Proficient in MIS and reporting — Google Sheets, Excel
• You build dashboards, track trends, and use data to make decisions — and you also walk the hubs to verify what the dashboard says

Good to Have

• Exposure to launching new zones in a fast-scaling environment
• Familiarity with Pune’s commercial and residential delivery corridors
• Experience managing DP attrition programs and alternative supply channels
• Prior exposure to contact center operations or support function oversight
• MBA or equivalent — preferred but not a filter for the right operator

Key Competencies

• Deep local market knowledge of Pune — geography, gig workforce behaviour, and delivery dynamics
• Strong existing network in Pune’s last-mile and gig ecosystem
• Ownership mindset — you treat the city like your business
• Data-driven decision making paired with field execution ability
• Cross-functional stakeholder management — Tech, BD, Finance, CX, and Support teams
• Ability to write, implement, and scale processes from scratch in a fast-moving environment
• Calm under pressure — incidents, rider unrest, and SLA breaches don’t rattle you

Why Join Dispatch

• Own a city — full accountability, full authority, real impact from day one
• Build from scratch — processes, team, hubs, and playbooks that will shape how Dispatch scales nationally
• Founding-team access — direct line to leadership, product, and strategy
• High-growth environment — Dispatch is scaling fast; your city’s success drives your growth
• Equity — founding-stage ESOP for the right candidate

Dispatch Network | Pune, India

Building the most efficient last-mile network in the world.