Operations Specialist Grocery

Responsibilities

• Oversee a cluster of multiple sites, managing and mentoring Senior Operations Associates and Operations Associates to deliver strong performance outcomes.
• Conduct regular performance reviews, set clear goals, and provide ongoing coaching, recognition, and feedback.
• Develop team capability through structured training, field coaching, and performance management.
• Ensure consistent communication and alignment across sites under your cluster.
• Monitor and analyze key operational KPIs including B10s, picking accuracy, IUNS, rejection rates, and cancellations.
• Identify performance gaps and root causes, implementing data-driven action plans to improve results.
• Ensure operational consistency and adherence to Deliveroo standards across all assigned locations.
• Drive initiatives to enhance picker performance, site productivity, and customer satisfaction.
• Conduct regular operational audits and store walkthroughs to assess compliance with SOPs and quality standards.
• Identify opportunities to improve process efficiency, reduce rejections, and enhance picking accuracy.
• Troubleshoot systemic or recurring issues and coordinate with cross-functional teams to implement sustainable solutions.
• Ensure new launches within your cluster are well-prepared in terms of staffing, training, and readiness.
• Act as the primary point of contact for store and partner management teams across your cluster.
• Collaborate with Supply Chain, Partner Management, and Central Ops to resolve escalations quickly and effectively.
• Lead local rollouts of new operational processes or initiatives, ensuring clear communication and adoption across your sites.
• Support the Operations Manager on strategic projects focused on scaling performance, efficiency, and capability.
• Consolidate cluster-level reports on KPIs, insights, and progress against targets for WBR and MBR reviews.
• Present site performance data and improvement plans to Area and Regional Managers.
• Contribute to strategic discussions by providing ground-level insights and recommendations for process optimization.

Requirements

• 3–4 years of experience in grocery, retail, or last-mile operations, with a proven record managing multi-site operations.
• Experience leading Senior Associates or Team Leads and developing high-performing teams.
• Strong understanding of grocery operations metrics (B10s, accuracy, IUNS, rejections, cancellations, etc.).
• Excellent analytical and problem-solving skills with the ability to interpret data and act on insights.
• Strong stakeholder management and communication skills (written and verbal).
• Proficient in mobile/tablet applications, dashboards, and operational reporting tools.
• Valid UAE driving license and own transport (fuel allowance provided).
• Comfortable working in a fast-paced, field-based environment across multiple locations.

Benefits

• 25 days annual leave + public holidays
• Comprehensive medical insurance
• Annual flight allowance
• 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. We aim to be the platform customers think of first for groceries and everyday essentials. Our On-Demand Grocery (ODG) division is one of the fastest-growing parts of the business — built on partnerships with leading grocery retailers to deliver speed, accuracy, and convenience to customers across the UAE.

We continue to expand our network of picker-operated stores, investing in our teams and operational capabilities to ensure best-in-class service and continuous improvement in every order we fulfill.