Live Operations Specialist - Food

Role Objectives: 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 management. Proven ability to handle high-pressure, real-time escalations. Strong analytical skills for delay pattern identification and root-cause analysis. Clear communication skills for DA coordination and escalation handling. KPIs: On-Time Delivery Rate – percentage of orders delivered within ETA. Order Assignment Accuracy – percentage of orders assigned to the correct zone/DA. Average Delivery Time – time taken from restaurant readiness to customer delivery. Customer Feedback/Complaints related to delivery experience. % of At-Risk Orders Resolved Before SLA Breach. Show more