Company Description
Delivery Zone is an innovative courier service company based in Abu Dhabi, revolutionizing package delivery across the Middle East with advanced technology. Our cutting-edge tools and platforms enable users to send and track their shipments in real-time through our website or mobile app, offering convenience and efficiency. We are committed to providing a seamless delivery experience for our customers.
Job Purpose
The Operations Manager is responsible for end-to-end operational management of Delivery Zone's delivery business, covering outsourced fleets, in-house couriers, riders and drivers, and all related operational functions.
The role ensures service excellence, SLA compliance, rider availability, cost control, platform performance, regulatory compliance, and continuous improvement across all delivery projects including Talabat, Careem, Carrefour,,..etc.
This position holds full operational accountability from planning to execution to performance outcomes.
Key Responsibilities
1. End-to-End Operations Ownership
- Lead and manage all delivery operations (outsourced & in-house)
- Ensure uninterrupted daily operations across all platforms and clients
- Own operational planning, execution, monitoring, and optimization
- Ensure operational readiness at all times
2. Rider & Driver Operations Management
- Oversee rider and driver availability, deployment, and productivity
- Ensure riders meet:
- Operational hours
- Platform requirements
- Performance benchmarks
- Manage shortages, peak demand, and contingency planning
- Enforce discipline, attendance, and operational compliance
3. Performance Management & KPIs
- Define, monitor, and enforce operational KPIs:
- Order fulfilment
- SLA compliance
- On-time delivery
- Acceptance rates
- Idle time
- Analyse daily, weekly, and monthly performance dashboards
- Drive corrective actions and continuous improvement initiatives
4. Recruitment & Workforce Planning (Operational Oversight)
- Define manpower requirements (riders, drivers, supervisors)
- Coordinate with HR & recruitment teams for timely onboarding
- Ensure workforce capacity aligns with operational demand
- Prevent revenue loss due to manpower shortages
5. Platform & Client Operations Management
- Manage operational relationships with:
- Talabat
- Careem
- Carrefour
- Keeta
- Other
- Ensure compliance with platform SLAs and performance standards
- Handle escalations, audits, and performance reviews
- Lead operational negotiations related to service execution
6. Outsourced Fleet & Vendor Management
- Manage third-party courier vendors and outsourced fleets
- Monitor vendor performance, compliance, and cost efficiency
- Enforce contractual obligations and KPIs
- Recommend termination or expansion of vendors as required
7. Fleet, Asset & Safety Oversight
- Oversee fleet availability and operational readiness
- Coordinate with Fleet team on:
- Bike/car availability
- Licensing and insurance coordination
- Breakdowns and replacements
- Enforce safety standards and compliance
8. Financial & Cost Control (Operational Perspective)
- Control operational costs:
- Rider productivity
- Outsourcing costs
- Idle assets
- Monitor COD exposure (operational oversight)
- Support Finance in invoice validation and dispute resolution
- Improve margins through operational efficiencies
9. Compliance, Risk & Regulatory Management
- Ensure compliance with:
- UAE laws and regulations
- Platform rules
- Internal SOPs
- Identify and mitigate operational risks
- Lead operational incident management and reporting
10. ERP, Systems & Process Optimization
- Ensure accurate operational data in ERP and platforms
- Lead process automation and system optimization initiatives
- Enforce system usage discipline across operations
- Use data to drive decision-making
11. Leadership, Reporting & Executive Support
- Lead, coach, and develop the operations team
- Set clear goals and accountability
- Prepare executive-level reports and operational insights
- Act as the primary operations advisor to senior management
Location: Abu Dhabi (with coverage across assigned operational zones)
Employment Type: Full-Time
