This role focuses on real-time performance monitoring, data-driven optimization, and system enablement to improve customer experience while supporting growth without proportional increases in cost or labor.

Key Responsibilities
Operational Optimization & Scale

Monitor and optimize end-to-end marketplace operations including order flow, dispatch, driver supply, and restaurant performance.
Identify bottlenecks, failure points, and inefficiencies impacting delivery speed, cost, or scalability.
Design and implement scalable process improvements with an automation-first mindset.
Document and standardize optimized workflows to support consistent execution as the business grows.

Real-Time Performance Monitoring

Own real-time dashboards and operational performance metrics.
Identify early warning signals and performance anomalies requiring intervention.
Translate data insights into actionable recommendations and operational adjustments.
Support leadership with clear, concise performance reporting and analysis.

Dispatch, Driver & Restaurant Network Optimization

Partner with dispatch to improve order assignment logic, batching strategies, routing, and queue management.
Analyze driver availability, acceptance rates, and productivity to improve utilization and marketplace balance.
Collaborate with restaurant partners to reduce preparation delays and handoff issues.
Act as a cross-functional problem solver across drivers, restaurants, and internal teams.

Technology & Systems Enablement

Serve as a power user of Good to Go’s operational systems and technology platforms.
Identify gaps between system design and real-world operational use.
Recommend system enhancements, configuration changes, and workflow improvements.
Support adoption and correct usage of tools across operations.

Continuous Improvement

Analyze historical and live data to uncover trends, root causes, and improvement opportunities.
Test operational changes, measure results, and iterate quickly.
Build feedback loops connecting performance outcomes to system and process improvements.

Key Performance Indicators (KPIs)

Delivery Performance: Average delivery time, on-time delivery rate, delivery time variance
Fulfillment & Reliability: Order fulfillment rate, cancellations, reassignments, driver acceptance/completion
Operational Efficiency: Orders per driver hour, dispatch throughput, queue times
Marketplace Health: Restaurant prep delays, driver supply-demand balance, operational risk indicators
Scalability & Automation: Reduction in manual interventions, automation coverage, peak system performance

Qualifications

Bachelor’s degree in Business, Operations, Analytics, Information Systems, or equivalent experience.
Experience in operations, logistics, marketplace platforms, food delivery, ride-hailing, or tech-enabled services preferred.
Proven ability to analyze data and translate insights into operational improvements.
Experience working with dashboards, KPIs, and operational systems.
Comfortable operating in fast-paced, real-time environments with ambiguity.

Skills & Competencies

Strong analytical and systems thinking with a holistic marketplace mindset.
High technology literacy and comfort with real-time performance tools.
Ability to leverage AI-assisted analysis for forecasting, anomaly detection, and optimization.
Strong problem-solving and root cause analysis skills.
Clear communicator able to work with technical and non-technical stakeholders.
Bias toward action with a continuous improvement and automation-first approach.

Federal law requires that we verify the identity and work eligibility of all new hires.

WE ARE AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER.