Operations Manager – Food / Home Delivery
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About the Role
Job Purpose The Delivery Operations is responsible for driving home delivery revenue and operational excellence across multiple markets. This role oversees end-to-end delivery operations, aggregator partnerships, and customer experience, ensuring seamless execution, high service standards, and profitability.
Key Skills for This Role
Full Job Posting
Job Purpose
The Delivery Operations is responsible for driving home delivery revenue and operational
excellence across multiple markets.
This role oversees end-to-end delivery operations,
aggregator partnerships, and customer experience, ensuring seamless execution, high
service standards, and profitability.
1. Delivery Operations Management
- Oversee end-to-end delivery operations across all outlets
- Ensure compliance with brand standards and food safety
- Manage delivery infrastructure and readiness
- Monitor KPIs: SLA, delays, cancellations, refunds, ratings
- Resolve operational bottlenecks with outlet teams
- Conduct regular audits
2. Aggregator & Partner Management
- Manage aggregator relationships
- Negotiate commissions and SLAs
- Monitor campaigns and promotions
- Optimize ad spend and discounts
- Ensure compliance and issue resolution
3. Sales, Marketing & Growth
- Drive delivery revenue growth
- Plan and execute campaigns
- Monitor ROI and profitability
- Support dark kitchens & virtual brands
- Optimize menu and pricing
4. Customer Experience
- Handle escalated complaints
- Monitor trends and improve processes
- Ensure proper feedback documentation
5. Reporting & Analytics
- Prepare daily, weekly, and monthly reports
- Analyze sales, KPIs, and performance
- Present insights to management
6. Compliance & Quality
- Ensure adherence to policies
- Conduct audits
- Maintain service standards
7. Contract Management
- Manage partner contracts
- Track renewals and compliance
9. Strategic Planning
- Support new openings (locations/brands)
- Conduct feasibility analysis
- Drive continuous improvement
Key Kpis
- Sales and order growth
- SLA adherence
- Customer satisfaction
- Cost control
- Campaign ROI
Requirements
- 5+ years of experience in casual dining or food delivery operations
- Experience managing aggregator platforms such as Talabat, Deliveroo, or similar
- Multi-outlet operational exposure preferred
- Strong understanding of P&L and KPI management
- UAE/GCC market experience preferred
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