Operational Support Lead

Position: Head of Operational Support

SALARY: 1250 USD per month + Bonus

LOCATION: Hybrid

Dish'd – delivering restaurant quality virtual brands

We are an exciting start up and the UK's fastest growing franchisor of restaurant quality virtual brands. We partner with food operators to use their kitchen capacity to increase their sales and profitability by selling our brands on delivery platforms within their area.

As Head of Operational Support, you will report to our founding Director, Mohamed Poonawala. You'll play a critical role in supporting the UK operations team and our franchise partners.

The Head of Operational Support will lead the daily execution and continuous improvement of Dish'd's onboarding, administrative, and operational support processes. While retaining hands-on involvement in core onboarding functions, this role now includes managing an operations team and overseeing the internal helpdesk function, which supports both internal staff and franchise partners.

This is a dynamic role combining leadership, operational control, and project involvement with the agility to step in where needed.

What will you do

Team Leadership & Operational Continuity

• Lead and mentor the operational administration team.
• Management of invoicing activities.
• Coordinate daily activities, set priorities, and support performance development.
• Provide coverage for critical tasks when team members are on leave or unavailable, ensuring continuity of service and operations.

Helpdesk Oversight

• Manage the internal helpdesk, ensuring timely and high-quality responses to operational and technical queries.
• Serve as an escalation point for complex issues, supporting both franchise and field teams.
• Track and analyze query patterns to inform system improvements and staff training.

Onboarding Management

• Continue oversight of all onboarding processes for new locations, suppliers, and franchise partners.
• Ensure all documentation, menus, and account setups are timely and accurate across aggregator platforms.
• Manage site closures and updates, ensuring operational integrity at all times.

Technology Integration & Project Involvement

• Collaborate with internal teams to support the integration of new technology systems.
• Lead or contribute to cross-functional projects involving onboarding and operations.
• Support testing, rollout, training, and post-implementation feedback for system upgrades.
• Spearhead efforts to consolidate operational workflows and systems into a unified platform to enhance process visibility, task management, and cross-team coordination.

Reporting & Compliance

• Maintain updated records of onboarding and operational activities.
• Generate performance and issue-resolution reports.
• Conduct periodic checks to ensure the aggregator and system data is current and compliant with company standards.

Required Skills & Qualifications

• Experience in operational administration, onboarding, or related functions.
• Demonstrated team leadership or supervisory experience.
• Excellent organizational and communication skills.
• Strong technical aptitude for system use, troubleshooting, and integration.
• Ability to adapt quickly, take initiative, and operate effectively under pressure.
• Experience with aggregator platforms like Deliveroo, Just Eat, Uber Eats is a plus.

Work Schedule:

• Core Hours: Monday to Friday, 8 am – 5 pm (UK Time) (1hr break)
• On-Call Support (Paid): Monday to Friday, 5 pm – 10 pm (UK Time)
• Flexibility: Required to provide cover for colleagues during annual leave and other absences, including occasional adjustments to working hours if needed.