Store Captain

1. Role Overview

The Store Captain is the on-ground leader responsible for rider performance, reliability, and Direct Handover % (DH%) across Zepto stores. They act as the vital bridge between the rider fleet and city operations, ensuring every delivery partner adheres to process discipline, completes onboarding smoothly, and maintains high Direct Handover performance. Success Metrics: The captains success is directly tied to DH% and 110th Order Reliability.

2. Key Responsibilities Primary KRAs:

Direct Handover % (DH%)

Maintain 90% DH% across assigned stores (average of both).

Drive operational discipline rider app login, on-time reporting, and readiness.

Identify and fix low DH% root causes via targeted training or process corrections.

110th Order Reliability

Ensure 90% of new riders complete their first 10 orders without drop-off.

Track early rider performance closely and intervene immediately for low reliability.

Collaborate with training teams for continuous Standard Operating Procedure (SOP) reinforcement.

Additional Responsibilities:

1. Maintain strict rider attendance and availability discipline.

2. Handle first-level rider grievances and escalations (Target: CSAT > 90%, Rider NPS > 70%).

3. Support local sourcing via rider referrals and local leads.

4. Conduct Rider Asset Inventory Checks every Monday.

5. Lead Daily Rider Huddles to align teams on daily targets and safety.

3. Key Skills & Competencies

Team Leadership: Strong people management and motivational skills. Data-Driven: Familiarity with operational dashboards and basic data interpretation.

Problem Solving: Conflict resolution and strong communication skills. Language Proficiency: Fluency in the local language + basic English.

Technical Basics: Familiarity with Excel/Google Sheets for daily reporting.

4. Qualifications

Education: 12th Pass.

Experience: 110 years of experience in quick commerce, delivery logistics, or fleet management.

Domain Expertise: Prior experience in team-handling or rider operations is highly preferred.