Courier Operations Manager
sauceGlens Falls (NY)
Courier Operations Manager
Posted 2 days ago
sauceGlens Falls (NY)
SENIORITY
Manager
About the role
About Sauce Sauce is a premier restaurant technology platform empowering chain brands and independent operators to accelerate revenue growth through our Commission-Free Delivery & Pickup framework and proprietary fulfillment optimization engine. Serving a $105B US local restaurant market, Sauce is headquartered in New York City, Miami and Tel Aviv. Our mission is to maximize profitability for restaurant partners by providing the technology infrastructure necessary to establish direct-to-consumer ownership and powering seamless delivery through integrated courier fleets.
The Role:
We are seeking a high-performing Courier Operations Manager to own and scale our local courier supply in New York City or Greater Miami. Reporting to the Head of Courier Operations, you will own the full courier recruitment lifecycle, onboarding, retention and real-time fleet operations, ensuring shift coverage, SLA adherence and on-time fulfillment across our partner restaurants. The role is an even split between recruiting couriers and running the fleet; one cannot work without the other. You will work within the courier engagement framework, scripts and compliance processes set by the Head of Courier Operations and Sauce Legal. Expect to spend much of your week in the field at partner restaurants, courier hubs and recruitment events.
What You'll Do:
- Courier recruiting (~50%)
- Build and maintain a continuous pipeline of qualified independent couriers in your market.
- Source high-volume courier prospects through job boards, community channels (Facebook, WhatsApp, Craigslist), referral programs, gig-worker networks and local outreach events.
- Run screening, onboarding and orientation, including background and MVR checks, document and insurance verification, and app setup.
- Explain courier terms, pay and the engagement model accurately, using Sauce's approved scripts and materials.
- Forecast supply needs by zone, time slot and peak day, and hire ahead of restaurant go-lives and seasonal shifts.
- Fleet operations & performance (~50%)
- Build weekly courier schedules by time slot, close real-time coverage gaps and keep a contingency bench for peaks and bad weather.
- Track delivery quality daily (on-time rate, pickup wait times, cancellations, customer feedback) and act on issues.
- Drive courier engagement through coaching, incentives and recognition, and handle offboarding when needed.
- Be the main point of contact for couriers on pay, app and dispute questions.
- Work with restaurant partners and the dispatch team to smooth handoffs and reduce pickup friction.
- Keep compliance records (licenses, insurance, contractor documentation) complete and audit-ready.
- Report weekly on supply health: active couriers, new activations, churn, shift coverage and cost per delivery.
- What You Bring
Must-have:
- 3+ years in high-volume recruiting, courier or driver operations, or fleet/dispatch management.
- A track record of hiring dozens of contractors or hourly workers per month while keeping retention high.
- Hands-on experience with a delivery or dispatch platform (Sauce currently uses Shipday; Onfleet or similar also counts).
- Strong local knowledge of your market's geography, traffic patterns and delivery zones.
- Comfort with spreadsheets and dashboards, turning raw data into a daily plan.
- Composure under pressure and quick problem-solving during peak hours.
- A valid driver's license and a reliable personal vehicle.
- Miami role: professional fluency in English and Spanish.
- Strong plus
- Experience at a delivery marketplace or last-mile operator (DoorDash, Uber Eats, Grubhub, Instacart, Gopuff, Relay, Amazon DSP or similar).
- Spanish (NYC role).
- Familiarity with independent contractor practices and documentation.
- Who thrives here
- Someone who loves being in the field, builds trust with couriers quickly and has real presence. Couriers see you as the person who takes care of what they need, and take you seriously when there is a conflict.
What Success Looks Like:
- First 30 days: Learn partner locations, delivery zones and the courier roster; audit coverage gaps; launch recruiting channels
- By 60 days: Hit weekly hiring targets consistently; weekly master schedule with a peak-hour bench; coaching and offboarding workflows in place
- By 90 days: Own courier supply in your market end to end, with weekly reporting leadership relies on
- Key Performance Indicators
- Active couriers: Couriers completing at least 1 shift or a set number of orders per week
- New couriers onboarded: Weekly hires who complete a first delivery
- 30/90-day retention: Share of new couriers still active
- Shift coverage: Scheduled peak slots filled
- On-time delivery rate: Orders delivered within the promised window
- Cost per hire: Recruiting spend ÷ activated couriers
- Targets for each metric are agreed with the hiring manager before the offer.
What We Offer:
Competitive base salary plus a quarterly performance bonus (see the Market Research tab).
Mileage reimbursement for all work-related driving under Sauce's expense policy (commuting to the office is not covered).
Health, dental and vision; PTO and holidays; 401(k).
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