Director of Vendor Operations
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Key skills for this role
About the Role
Hungerstation (part of Delivery Hero) seeks a Director of Vendor Operations to build and scale the vendor operations function. The role oversees vendor lifecycle, performance, quality, systems, and support across multiple verticals.
Key Skills for This Role
Responsibilities
- Drive the overall vendor operations strategy, cascading business goals into actionable vendor performance initiatives
- Lead cross functional collaboration with local and global teams to improve vendor experience, customer satisfaction, and rider efficiency
- Establish benchmarks and KPIs such as reliability, availability, order timing, and seamless experience metrics
- Analyze data, spot trends, and generate actionable insights to optimize vendor performance & platform growth
- Own the delivery of premium vendor experiences across all operational touchpoints
- Manage service levels, NPS, CSAT, and vendor satisfaction metrics
- Lead the technical backbone of vendor operations, managing configurations, integrations, zoning, pricing, and marketing systems
- Oversee a high performing support function that delivers first contact resolution across all vendor touchpoints
Requirements
- 10+ years in vendor/supplier operations, marketplace management, or logistics/e commerce, with 4+ years in senior leadership
- Proven success in scaling vendor operations in high growth environments
- Experience managing multi vertical ecosystems (food, grocery, retail, pharmacy)
- Fluency in both English and Arabic
Full Job Posting
Role Overview
- We are seeking a visionary, high bar leader to build and scale Hungerstation’s Vendor Operations function.
- The Director of Vendor Operations will own the entire vendor lifecycle — onboarding, compliance, performance management, quality, experience, and support — across restaurants, groceries, convenience stores, pharmacies, and other verticals.
Key Responsibilities
- Drive the overall vendor operations strategy, cascading Hungerstation’s business goals into actionable vendor performance initiatives.
- Lead cross functional collaboration with local and global teams to improve vendor experience, customer satisfaction, and rider efficiency.
- Establish benchmarks and KPIs such as reliability, availability, order timing, and seamless experience metrics.
- Analyze data, spot trends, and generate actionable insights to optimize vendor performance & platform growth.
- Use controlled testing and market feedback to design and launch enhancements to vendor operations.
- Provide senior management with regular performance reports, insights, and recommendations.
- Own the delivery of premium vendor experiences across all operational touchpoints.
- Manage service levels, NPS, CSAT, and vendor satisfaction metrics.
- Build and maintain the knowledge base and SOPs as the source of truth for vendor operations.
- Conduct regular audits, RCAs, and calibration sessions to drive quality improvements.
- Implement continuous feedback loops between vendors and internal teams.
- Design quality scorecards, surveys, and feedback tools to capture the voice of the partner.
Qualifications
- 10+ years in vendor/supplier operations, marketplace management, or logistics/e commerce, with 4+ years in senior leadership.
- Proven success in scaling vendor operations in high growth environments.
- Experience managing multi vertical ecosystems (food, grocery, retail, pharmacy).
- Fluency in both English and Arabic language.
- Strong analytical and data driven decision making skills.
- Process design and optimization mindset.
- Excellent cross functional collaboration and stakeholder influence.
- Inspirational leadership, capable of attracting and retaining top talent.
- Resilient, adaptable, and comfortable with high pace, ambiguous environments.
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