Operations Specialist - Grocery

Responsibilities

Cluster & Team Leadership

• Oversee a cluster of sites, managing and mentoring Senior Operations Associates and Operations Associates.
• Conduct regular performance reviews, establish clear goals, and provide coaching and feedback.
• Build team capability through structured training and performance management.
• Ensure consistent communication and alignment across sites in your cluster.

Performance Management & Optimization

• Monitor and analyze key operational KPIs (B10s, picking accuracy, IUNS, rejections, cancellations).
• Identify performance gaps and implement data-driven action plans.
• Ensure operational consistency and adherence to Deliveroo standards.
• Drive initiatives to increase picker performance, site productivity, and customer satisfaction.

Operational Excellence & Audits

• Conduct operational audits and store walkthroughs to ensure SOP and quality compliance.
• Spot opportunities for process improvement and enhance picking accuracy.
• Troubleshoot recurring issues, collaborating with cross-functional teams.
• Prepare cluster launches in staffing, training, and readiness.

Stakeholder & Project Management

• Serve as the main contact for store and partner teams within your cluster.
• Collaborate with Supply Chain, Partner Management, and Central Ops to resolve escalations.
• Lead rollouts of new processes and drive adoption across your sites.
• Support Operations Manager with strategic projects for performance scaling.

Reporting & Strategic Contribution

• Consolidate cluster-level reports on KPIs, insights, and targets for business reviews.
• Present site performance and improvement plans to managers.
• Provide ground-level recommendations for process optimization.

Requirements

• 3–4 years grocery, retail, or last-mile operations
• Multi-site operations management
• Team leadership (Senior Associates, Team Leads)
• Knowledge of grocery metrics (B10s, accuracy, IUNS, rejections, cancellations)
• Strong analytical/problem-solving
• Stakeholder management, communication
• Proficient in mobile/tablet apps, dashboards
• UAE driving license and own transport
• Fast-paced, field-based environment

Preferred Qualifications

• Experience in dark-store or fast-paced retail settings
• Track record improving site performance
• Project management skills
• Knowledge of the UAE/MENA grocery retail market

Benefits

• 25 days annual leave + public holidays (2)
• Comprehensive medical insurance (12, 10)
• Annual flight allowance (8)
• Free Deliveroo Plus & partner discounts
• Enhanced maternity and paternity benefits
• Regular team events and social activities

About the Company

Deliveroo is on a mission to change the way people shop and eat. Our On-Demand Grocery (ODG) division is one of the fastest-growing parts of the business, delivering groceries and essentials to customers across the UAE in partnership with leading retailers. We invest in our teams and operational capabilities to ensure best-in-class service and continuous improvement. At Deliveroo, we believe that diverse teams make stronger companies and we're committed to fostering a culture where everyone can thrive.