deliveroo - Grocery Operations Manager

• SITE & TEAM OPERATIONS • Manage day-to-day picker-site operations across all active UAE grocery partner locations, ensuring consistent execution against SLAs and partner standards. • Directly manage Site Leads, providing clear direction, feedback, and development support. Indirectly oversee Team Leads and Fulfilment Associates through the site lead layer. • Conduct regular field visits across sites to audit execution quality, picker behaviour, and partner compliance. • Own the full order lifecycle across picker sites including pick accuracy, pack quality, readiness time, and handoff to riders. • Ensure operational readiness for new site launches, including pre-launch audits, SOP briefings, and post-launch performance reviews. • Lead escalation management for any SLA breach, operational failure, or partner incident at site level. • PERFORMANCE MANAGEMENT & DATA • Own all core operational KPIs across the picker network: order accuracy, item unavailability, customer cancellation rate, late orders, and rejection rate. • Be the primary author of weekly business review commentary, reporting metric movements at a market level with partner-level examples where relevant. • Build and maintain dashboards and trackers covering picker productivity, per-site KPI performance, and trend analysis across the grocery partner portfolio. • Run structured root cause analysis on metric dips, identifying systemic issues versus one-off events, and driving corrective actions with clear owners and timelines. • Translate field data and site observations into actionable recommendations for senior leadership. • Monitor order accuracy, item availability, and picker utilisation metrics continuously and flag anomalies proactively. • AGENCY & VENDOR MANAGEMENT • Serve as the primary operational contact for all third-party staffing agencies supplying pickers across UAE picker sites. • Oversee agency headcount planning, shift scheduling, and compliance across the picker fleet. • Manage ongoing agency performance reviews, including productivity benchmarks, conduct standards, and contractual compliance. • Support contract renewal discussions by providing operational data, performance evidence, and model recommendations to senior management and commercial teams. • Work with agencies to implement structured picker onboarding, training standards, and incentive compliance as per Deliveroo SOPs. • Ensure agencies meet audit readiness standards at all times, including H&S compliance and operational governance requirements. • REPORTING CADENCE • Own the weekly business review reporting cycle end-to-end: pull metric data, write commentary, flag drivers, and distribute to stakeholders ahead of the weekly review. • Prepare monthly and quarterly business review inputs for senior stakeholder reviews, including trend analysis, site-level breakdowns, and strategic recommendations. • Maintain a structured operational log of incidents, corrective actions, and site-level changes for audit and governance purposes. • Lead partner performance conversations with grocery brands at a site level, escalating to senior management where commercial or strategic decisions are required. • PROJECT OWNERSHIP • Own and drive operational improvement projects end-to-end, from scoping and analysis through to execution and post-launch review. • Build structured business cases and project documents for new operational models, initiatives, or process changes, with supporting data and financial modelling where relevant. • Lead cross-functional workstreams with tech, product, commercial, and partner teams to improve order flows, picker tooling, and site execution. • Identify and implement process improvements across SOPs, escalation frameworks, and picker performance programmes. • Support senior management on strategic initiatives including expansion planning, new category launches, and operational model redesign. • Core Competencies • In-store operations leadership across multi-site grocery networks • Data-driven performance management and KPI ownership • Agency and vendor oversight at scale • Root cause analysis and structured problem solving • Weekly, monthly, and quarterly business review reporting and executive communication • Project ownership and structured business case development • Cross-functional stakeholder management • SOP design, continuous improvement, and operational governance