Head of Courier Operations

About SauceSauce 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 following information provides an overview of the skills, qualities, and qualifications needed for this role.
The RoleCourier operations is one of Sauce's two main growth bets. We are hiring our first Head of Courier Operations to build the US courier function from the ground up, starting in New York City and Miami.You will design how Sauce recruits, engages, schedules, pays and retains independent couriers, and make sure it is compliant from day one. You will run the operation hands-on at first, then hire and lead a team of Courier Operations Managers who execute the playbook you build. You will work closely with Legal, Finance, Product and the dispatch team, and report on supply health to leadership weekly.
What You'll Do
Build the courier model (first 90 days)Design the courier engagement model with Sauce Legal: contractor terms, onboarding disclosures, time-slot scheduling, pay structure, pay schedules and reconciliation.Build compliance into every step, including NYC's delivery worker rules (minimum pay rate, pay transparency, payment timing) and contractor classification standards in each market.Write the scripts, training, SOPs and onboarding materials the Managers use with couriers.Choose and set up the tooling: dispatch (Shipday today), background and MVR checks, contractor payments and supply dashboards.Plan and run supplyOwn courier supply end to end in NYC and Miami: active couriers, shift coverage, on-time rate, retention and cost per delivery.Build capacity planning: forecast courier hours needed by market, zone and time slot from order volume, and staff ahead of restaurant go-lives, seasonal peaks and weather.Design pay, incentive and bonus programs that hit coverage targets within the unit-economics budget.Work closely with Finance to coordinate and audit courier payments: pay runs, reconciliation and dispute resolution.Build the recruiting engine: channels, referral programs, community partnerships and events, in English and Spanish.Work with restaurant partners and the dispatch team to reduce pickup friction and resolve escalations.Write the launch playbook for new markets.Lead the teamHire, train and manage Courier Operations Managers in NYC and Miami.Set weekly targets, run performance reviews and coach the team in the field.Present weekly supply health, courier cost and unit economics to leadership.
What You Bring
Must-have6+ years in courier, driver or last-mile operations, including 3+ at a delivery marketplace or last-mile operator (DoorDash, Uber Eats, Grubhub, Instacart, Gopuff, Relay, Amazon DSP or similar).Built or scaled an independent courier program, including recruiting, scheduling and pay, ideally from an early stage.Hands-on knowledge of contractor engagement and compliance in delivery: classification, contracts, pay reconciliation, documentation.2+ years managing people, including field-based teams.Strong analytical skills: capacity planning, unit economics and dashboards in Excel/Sheets (SQL a plus).Track record of working with Legal, Finance and Product to turn operational problems into processes.Valid driver's license and a personal vehicle; in the field most days.Strong plusExperience with NYC delivery worker laws or similar courier pay rules.Spanish fluency (required if based in Miami).Launched or run courier operations in more than one US metro.Experience with Shipday, Onfleet, Bringg or similar dispatch platforms, and contractor payment tools.Who thrives hereA builder who still loves the street. You have real presence with couriers, earn their trust quickly, handle conflict calmly and would rather run a training session in person than send a deck.
What Success Looks LikeFirst 30 days: Audit current courier coverage and processes; agree the engagement model and compliance framework with Legal; set KPI targets with leadershipBy 60 days: Scripts, SOPs and scheduling model live in NYC; recruiting engine producing weekly activations; first Manager hiredBy 90 days: Both markets running on the playbook with Managers in seat; weekly supply and unit-economics reporting trusted by leadership
Key Performance IndicatorsActive couriers by market: Couriers completing at least 1 shift or a set number of orders per weekShift coverage: Scheduled peak slots filled, by market30/90-day retention: Share of new couriers still activeOn-time delivery rate: Orders delivered within the promised windowCost per delivery and cost per hire: Courier and recruiting spend per unitCompliance: Audit-ready records; pay and classification disputes resolvedTeam: Managers hired, ramped and hitting targets
What We OfferCompetitive base salary plus performance bonus (see the Market Research tab). xzbcwsv Mileage reimbursement for all work-related driving under Sauce's expense policy.Health, dental and vision; PTO and holidays; 401(k).