Capacity & Supply Manager at Fez Delivery Co

Role Summary 

• The Capacity & Supply Manager owns the full rider and last-mile capacity engine ensuring we always have the right mix of riders, partners, and 3PLs to meet demand across all states. This role is responsible for supply planning, recruitment, 3PL expansion, and performance management, with a clear mandate: zero failed deliveries due to capacity gaps. 

Key Responsibilities 

Capacity Strategy & Planning 

• Build and execute the rider and last-mile capacity strategy across all states. 
• Plan and maintain rider availability at a minimum of 110% of forecasted demand. 
• Develop the right workforce mix of full-time, part-time, and 3rd-party riders. 

Recruitment & Supply Growth 

• Lead rider recruitment, screening, onboarding, and activation. 
• Ensure time-to-active for riders stays under 48 hours. 
• Drive 3PL scouting, onboarding, and continuous performance improvement for vans and bikes. 
• Maintain at least 3 active last-mile 3PL partners per state and a minimum of 5 total onboarded partners per state (each with ≥5 fleet units). 

Performance & Partner Management 

• Own rider and 3PL performance scorecards and drive 3PL performance to ≥ 90%. 
• Ensure rider productivity >95% by monitoring attendance, availability, and daily performance. 
• Maintain rider churn under 5%. 
• Track and improve rider and partner satisfaction surveys to 90%+. 

Operational Accuracy & Compliance 

• Ensure returns accuracy ≥99% by validating next-day return processing and interstate dispatch flows. 
• Maintain queue accuracy and compliance all parcels handed to partners must be accepted and dispatched the same day or by the next day at the latest. 
• Deliver zero failed deliveries attributable to capacity shortages. 

Supply Pool Management 

• Build and maintain a pool depth of at least 100 third-party riders and partners across all states, month on month. 
• Drive 35% conversion for rider and 3PL recruitment pipelines. 

What Success Looks Like 

• Rider availability at 110%+ of demand. 
• Rider Satisfaction ≥ 90%. 
• Partner Satisfaction ≥ 90%. 
• 3PL performance ≥ 90%. 
• Time to onboard riders and 3PLs < 48 hours. 
• Rider churn < 5%. 
• Rider productivity > 95%. 
• Returns accuracy ≥ 99%. 
• Queue accuracy and compliance maintained daily. 
• Zero failed deliveries caused by capacity shortages.

Benefits 

• Exciting career growth opportunities
• HMO