Swiggy already has India's largest delivery fleet with > 40K weekly active DEs and this number is growing at least 20% to 25% every month.
Moreover, the DE portfolio is becoming more complex with DEs coming from/into a wide range of segments, sources, channels and models.
While the Ops Strategy and Ops Products teams are working on elevating the experience for the DE in-order as well as off-order through interesting products at an upstream level, there are still a large number of use cases that need robust and scalable downstream support processes of various sorts.
Swiggy is therefore looking for someone who will design and scale this charter, which is essentially a bundle of downstream support processes for DEs, covering a wide range of use cases.
Expectation from this person is to design, set up and scale various DE support services processes for the following use cases (more to be added later) :
- DE Payment processes and reconciliation between automation/manual/finance
- DE Insurance end-to-end processes
- DE ticketing processes - dispute resolution and other tickets also
- Attrited DEs re-targeting process with central sourcing tele-calling team
- RCA and loop closure on tickets from Social media escalations about/by Swiggy DEs, and suggesting process improvements