Senior Manager - Operations Strategy

Senior Manager - Operations Strategy

About Swiggy:

Swiggy is India’s leading on-demand delivery platform with a tech-first approach to logistics and a solution-first approach to consumer demands. With a presence in 500+ cities across India, partnerships with hundreds of thousands of restaurants, an employee base of over 5000, a 5.5 lakh+ strong independent fleet of Delivery Executives, we deliver unparalleled convenience driven by continuous innovation. Built on the back of robust ML technology and fuelled by terabytes of data processed every day, Swiggy offers a fast, seamless and reliable delivery experience for millions of customers across India.

From starting out as a hyperlocal food delivery service in 2014, to becoming India’s leading on-demand convenience platform today, our capabilities result not only in lightning-fast delivery for customers, but also in a productive and fulfilling experience for our employees

The Operations strategy team plays a critical role in ensuring platform integrity, reducing cost leakages, and shaping DEs’ behaviour through both upstream and reactive governance. The focus is on building preventive guardrails, improving DE discipline, and driving cross-functional alignment to enable smooth operations with minimal errors and false positives. The team actively monitors fraud signals, enforces governance rules, supports city teams, and drives behavioural change across the DE ecosystem.

The team also focuses on identifying cash-loss risks, driving recovery processes, and maintaining cash-loss metrics. By monitoring and recovery workflows, the team helps minimise overall cash exposure while maintaining COD O2A and serviceability.

About the role: 

This role is within the Strategy team of Last Mile Rider Operations for Swiggy Instamart. It will encompass two key major components: 

1. Own attrition Identifying levers to improve attrition of network and Rider NPS
2. Head DE Governance team 

The key metrics this person will own are DE attrition, DE governance, DE Fraud, Swiggy Driven Cancellations (SDC) and Cash Loss.

Key Responsibilities:

• Own attrition Identifying levers to improve attrition of network and Rider NPS
• Own and deliver key business goals aligned to the Annual Operating plan
• Partner closely with BizFin, CX, Ops, Product and city teams for aligned strategic and governance outcomes
• Track and analyse attrition and governance metrics and cohort/geo-level trends (Daily/ Weekly/ Monthly)
• Manage trade off between governance actions led implications on cost and ops metrics
• Driving proactive and reactive initiatives to reduce the cash loss
• Identify new fraud MOs and implement rule-based detection and prevention mechanisms
• Drive reduction in governed WTU% through upstream product and non-product interventions
• Reduce fraud, misuse, and CPD leakages by strengthening preventive and reactive governance controls
• Minimising financial and operational leakage through rigorous investigation, proactive ground-level intelligence, and continuous process optimisation
• Managing the team of 2 direct reportees and 15 indirect reportees

Qualifications

• Strong analytical skills
• Proven ability to manage cross-functional stakeholders and complex escalations
• Experience in quick commerce, e-commerce, or fintech environments preferred
• Highly motivated and proactive
• Team management
• 3-5 years in Operations, strategy, consulting or startups

Additional Information

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regards to race, colour, religion, sex, disability status, or any other characteristic protected by the law"

Visit our tech blogs to learn more about some the challenges we deal with: https://medium.com/swiggy-bytes

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability status, or any other characteristic protected by the law.