Rider Operations Manager
Rider Operations Manager
When you think of food delivery in the MENA region, we’d be pretty surprised if talabat didn’t pop into your mind first! Since delivering our first order in Kuwait in 2004, we’ve grown quite a lot over the past 17 years.
Today, we deliver hundreds of millions of food orders, grocery items and other products per year, to our customers in nine countries throughout the region with more than 3,000+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches, while our q-commerce concept, talabat mart, now delivers groceries to customers in Bahrain, Egypt, Jordan, Kuwait, Oman Qatar, and the UAE in 30 minutes or less!
Our philosophy is to make sure we do what is right for our ecosystem – our customers, our partners, our people, our riders, and the communities in which we operate. Our #techforgood program allows our customers a safe and convenient way to contribute to important causes in their community through donating to local and international charities directly on talabat with a focus on food insecurity in the region. Since its inception in 2020, we have facilitated the donation of well over 1 million meals to those in need, as well as donated over $1.5 million to charity with the help of our partners and customers. talabat is part of Delivery Hero, the global leader in online food delivery and q-commerce.
Key responsibilities:
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Responsible for lifecycle Strategy – set up and execute campaigns that improve the rider lifecycle: improving performance, minimizing churn, reactivating lapsed riders
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Set training & onboarding strategy to improve rider quality & experience
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Take ownership of high-leverage projects and drive them forward to completion using team members to help in execution
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set-up and execute campaigns that boost rider performance, inventing innovative bonuses, and evaluating the outcome of your campaigns
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Ensure rider safety & wellbeing are top priority and solid measures and tools are in place
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Responsible for managing the internal fleet and the performance of our internal riders
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Lead the rider support team
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Assist the management in developing operations strategy for effectively scaling the operations
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Design new processes, and optimize existing processes for smooth functioning of the logistics department
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Responsible for the country's rider happiness index, attrition rate, compliance rate and city level satisfaction score
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Set up SOPs, policies, and tools for safety/compliance of riders
Key Selection Criteria:
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Bachelor's Degree, MBA is a plus
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5-7 years of experience in food/grocery tech industry is highly preferred
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Extensive experience in Data Analytics
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Strong communication skills, both written and verbal
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People management skills: Experience of managing bigger group of people
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Stakeholder management skills: Experience in dealing with cross-cultural team members and cross-functional teams
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Extensive experience in Data Analytics & the ability to analyze data and derive insights from comprehensive data reports
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Ability to deal with ambiguity, work under pressure, handle stress
