DELIVERY OPERATIONS MANAGER (Retail Hospitality)

We are seeking an experienced and strategically minded Delivery Operations Manager to establish, lead, and manage our newly created in-house delivery department. Reporting directly to the franchise owners, this senior management role carries full operational, financial, and strategic accountability for all end-to-end delivery operations

Hourly rate : $ 26– 32.00/hr, depending on experience

Key Responsibilities: Strategic Planning & Business Development

• Develop and implement the strategic vision and operational framework for the delivery department
• Design and establish operational policies, procedures, and service standards from inception
• Identify and capitalise on growth opportunities to increase market share and profitability
• Conduct market analysis and competitor research to position delivery services competitively
• Develop and implement promotional strategies and marketing initiatives for delivery services
• Set competitive pricing strategies in consultation with senior management

• Full P&L responsibility for the delivery department
• Develop, manage, and control annual budgets and forecasts
• Prepare detailed monthly financial reports and present to senior management
• Analyse financial performance metrics and implement corrective actions
• Identify cost-saving opportunities and efficiency improvements
• Manage cash flow and financial targets for the delivery division
• Achieve sales targets and established KPIs consistently

• Research, evaluate, and purchase appropriate vehicles for delivery fleet
• Develop comprehensive vehicle maintenance programs and schedules
• Manage complete vehicle lifecycle including depreciation tracking and asset disposal
• Negotiate contracts with 3rd party suppliers, service providers, and vendors
• Maintain accurate fleet records and ensure regulatory compliance
• Optimise fleet utilisation and cost-effectiveness
• Make strategic decisions on vehicle replacement and upgrades

• Hire and train team members working under delivery department, including members who make pizza and/or also act as delivery drivers
• Hire 3rd party drivers, finalise their contract, including rates, and train them to Pizza Hut delivery standards.
• Plan, direct, and coordinate all aspects of delivery operations
• Develop and optimise delivery routes, schedules, and dispatch systems
• Implement quality control systems to ensure service excellence
• Ensure all operations meet Pizza Hut brand standards and franchise requirements
• Monitor delivery performance metrics (timeliness, accuracy, customer satisfaction)
• Coordinate seamlessly between kitchen operations and delivery execution
• Ensure strict compliance with health and safety regulations and food safety standards
• Manage third-party delivery contractor relationships and performance
• Troubleshoot operational issues and implement sustainable solutions

• Design organizational structure for delivery department
• Recruit, interview, and hire delivery drivers and team members
• Develop comprehensive induction and ongoing training programs
• Conduct performance evaluations and provide coaching and mentoring
• Manage employee relations, discipline, and conflict resolution
• Create efficient rosters and manage labour costs
• Ensure all staff comply with company policies and standards

• Forecast inventory requirements for delivery operations
• Order and manage stock levels specific to delivery services
• Implement inventory control systems to minimise waste and optimise costs
• Coordinate with suppliers to ensure timely delivery of materials
• Conduct regular stock audits and maintain accurate records
• Ensure compliance with food safety and storage regulations

• Establish and maintain high customer service standards aligned with Pizza Hut expectations
• Manage escalated customer complaints and develop resolution strategies
• Analyse customer feedback and implement continuous improvements
• Monitor customer satisfaction scores and develop action plans

• New Zealand Diploma at Level 5 or higher

• At least 3 years of relevant experience in hospitality, food service, or delivery/logistics operations

• Minimum 2-3 years in the pizza industry across all pizza station operations, including dough preparation, pizza making, cutting, and delivery
• Experience in staff training and performance management
• Experience with inventory management, ordering, and supply chain coordination
• Strong understanding of health and safety regulations and compliance requirements
• Experience in customer service management and complaint resolution
• Proven ability to work independently and make sound business decisions