Operations Manager – Food / Home Delivery
Skills
About This 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.
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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