As a Live Operations Specialist Monitored real-time delivery operations to ensure on-time performance and SLA adherence. Proactively managed delayed and at-risk orders by coordinating with DAs, vendors, and Live Ops teams, identifying root causes, and escalating high-risk cases. Delivered performance insights, supported process improvements, and ensured operational efficiency.
Roles & Responsibilities:
- Monitor DA lateness and order on-time performance in real time using live ops and dispatch tools
- Track scheduled vs actual arrival times at restaurants and customers; intervene to prevent SLA breaches
- Follow up on late, at-risk, and breached orders with DAs, vendors, and Logistics coordinators
- Monitor live order flows across zones using dispatch and Live Ops dashboards to proactively identify SLA risks.
- Identify root causes of delays (DA, vendor, system, routing) and ensure accurate delay tagging
- Escalate high-risk orders (repeat delays, DA non-responsiveness, cash blocks) for immediate action
- Coordinate with Live Ops & Field teams to resolve operational issues impacting delivery timelines
- Track DA behavior affecting delays (late check-ins, route deviations, rejection patterns)
- Support cash collection monitoring by flagging delays, mismatches, or settlement risks
- Assist in rolling out and monitoring new operational processes (routing changes, app updates, SLA rules)
- Maintain daily and weekly live operations performance reports with insights and recommendations
Required Education, Knowledge, And Skills:
- 1–2 years experience in Live Operations / DA Support / Dispatch
- Hands-on experience with real-time tracking & dispatch tools
- Strong understanding of DA workflows, SLA enforcement, and delay m
