Operations Manager – Food / Home Delivery

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.

Key Responsibilities

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