Way of Working - Office/Field - Employees will work full-time from their base location

About CREW

CREW is Swiggy's premium travel concierge, built to take the stress out of planning and traveling for busy professionals. We help people plan and book a trip without the stress of using five different apps. We handle flights, hotels, visas, forex, cabs, insurance and trip planning in one place, with real people supported by AI tools. CREW is early-stage, so many of our processes are still being built.

About the role

You own CREW's cabs business end to end: every member gets a clean, safe, on-time cab with a good driver, and the cabs business grows profitably.

You will run airport transfers, hourly rentals, outstation trips and self-drive for our members. You will own our cab partners, live operations and the team that handles cab requests. 

What you will own

• Supply. Find, onboard and manage cab vendors and fleet partners in our key domestic and international cities.

• Partner growth and incentives. Grow the partner base, design partner incentives that reward on-time and quality trips, and act as the escalation point for partners who miss standards.

• Premium service standards. Set and enforce standards for car type and age, cleanliness, driver behaviour and dress, and on-time pickup. Audit partners regularly.

• Safety and compliance. Make sure every driver is verified and every car has valid permits, insurance and fitness documents. Own the process for any safety incident.

• Live operations. Make sure every trip is tracked. Handle delays, no-shows and breakdowns fast, with backup cars ready. Set up 24x7 escalation for trips in progress.

• Business targets. Own the cabs P&L: bookings, revenue, margin, on-time rate, cancellations and customer experience metrics. 

• Pricing and partner rates. Negotiate rates with partners, set member prices and keep a healthy margin.

• The team. Hire, train and lead the team that handles cab requests and any on-ground staff. Set targets, run performance reviews and coach.

• Partner billing. Work with Finance to check partner bills against completed trips and settle them on time.

• Process and automation. Write clear playbooks and work with Product and Tech to automate booking, driver assignment, tracking and updates to members.

Preferred background

• Based in Bangalore, or open to relocating to Bangalore

• Comfortable with rotating shifts, including nights, weekends and peak holiday season (5 working days a week)

• 4-7 years in cab or mobility operations (ride-hailing, rentals, corporate transport or travel companies), ideally in city operations or supply

• 2+ years leading a team

• Hands-on experience onboarding and managing fleet partners and drivers

• Has run live operations with real-time issues (delays, no-shows, safety)

• Strong with data: Excel and dashboards

• Experience managing a large driver or on-ground workforce

• Clear communication in English and Hindi

• Calm under pressure, takes ownership and gets things done

Visit our tech blogs to learn more about some the challenges we deal with: https://medium.com/swiggy-bytes

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability status, or any other characteristic protected by the law.