Grocery Operations Manager

About Deliveroo

About The Team

The Role

Site & Team Operations

• Manage day-to-day picker-site operations across all active UAE grocery partner locations, ensuring consistent execution against SLAs and partner standards.
• Directly manage Site Leads, providing clear direction, feedback, and development support. Indirectly oversee Team Leads and Fulfilment Associates through the site lead layer.
• Conduct regular field visits across sites to audit execution quality, picker behaviour, and partner compliance.
• Own the full order lifecycle across picker sites including pick accuracy, pack quality, readiness time, and handoff to riders.
• Ensure operational readiness for new site launches, including pre-launch audits, SOP briefings, and post-launch performance reviews.
• Lead escalation management for any SLA breach, operational failure, or partner incident at site level.

Performance Management & Data

• Own all core operational KPIs across the picker network: order accuracy, item unavailability, customer cancellation rate, late orders, and rejection rate.
• Be the primary author of weekly business review commentary, reporting metric movements at a market level with partner-level examples where relevant.
• Build and maintain dashboards and trackers covering picker productivity, per-site KPI performance, and trend analysis across the grocery partner portfolio.
• Run structured root cause analysis on metric dips, identifying systemic issues versus one-off events, and driving corrective actions with clear owners and timelines.
• Translate field data and site observations into actionable recommendations for senior leadership.
• Monitor order accuracy, item availability, and picker utilisation metrics continuously and flag anomalies proactively.

Agency & Vendor Management

• Serve as the primary operational contact for all third-party staffing agencies supplying pickers across UAE picker sites.
• Oversee agency headcount planning, shift scheduling, and compliance across the picker fleet.
• Manage ongoing agency performance reviews, including productivity benchmarks, conduct standards, and contractual compliance.
• Support contract renewal discussions by providing operational data, performance evidence, and model recommendations to senior management and commercial teams.
• Work with agencies to implement structured picker onboarding, training standards, and incentive compliance as per Deliveroo SOPs.
• Ensure agencies meet audit readiness standards at all times, including H&S compliance and operational governance requirements.

Reporting Cadence

• Own the weekly business review reporting cycle end-to-end: pull metric data, write commentary, flag drivers, and distribute to stakeholders ahead of the weekly review.
• Prepare monthly and quarterly business review inputs for senior stakeholder reviews, including trend analysis, site-level breakdowns, and strategic recommendations.
• Maintain a structured operational log of incidents, corrective actions, and site-level changes for audit and governance purposes.
• Lead partner performance conversations with grocery brands at a site level, escalating to senior management where commercial or strategic decisions are required.

Project Ownership

• Own and drive operational improvement projects end-to-end, from scoping and analysis through to execution and post-launch review.
• Build structured business cases and project documents for new operational models, initiatives, or process changes, with supporting data and financial modelling where relevant.
• Lead cross-functional workstreams with tech, product, commercial, and partner teams to improve order flows, picker tooling, and site execution.
• Identify and implement process improvements across SOPs, escalation frameworks, and picker performance programmes.
• Support senior management on strategic initiatives including expansion planning, new category launches, and operational model redesign.

Core Competencies

• In-store operations leadership across multi-site grocery networks
• Data-driven performance management and KPI ownership
• Agency and vendor oversight at scale
• Root cause analysis and structured problem solving
• Weekly, monthly, and quarterly business review reporting and executive communication
• Project ownership and structured business case development
• Cross-functional stakeholder management
• SOP design, continuous improvement, and operational governance

Requirements

• 4+ years of experience in operations management within grocery, retail, or on-demand delivery.
• Proven experience managing multi-site operations and large, dispersed teams.
• Strong data skills: you build trackers, write commentary, and derive insight from operational metrics without needing hand-holding.
• Experience managing third-party agencies or vendors in an operational context.
• Hands-on mentality: you are comfortable in the field, visible to your team, and lead from the front.
• Strong written communication skills with the ability to produce clear, structured reports and business cases.
• Proficient in Google Sheets / Excel and comfortable with data tools and operational dashboards.
• Ability to manage multiple priorities in a fast-paced environment with strong organisational skills.
• Experience with performance management, KPI setting, and team development.
• Good understanding of grocery retail operations, inventory management, and picker fulfilment models.
• Comfortable working within agency and contractual compliance frameworks.
• Strong written and spoken English. Arabic is an advantage.

Workplace & Diversity

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