Delivery Experience Manager

Talent 360 is hiring Delivery Experience Manager for one of its clients.

Expected Job Role

• Lead and manage teams that directly affect delivery experience, including: Live Operations Lead & their team: overseeing real time delivery operations, monitoring performance, intervening in incidents.
• Supply & Demand Planning: ensuring the right number of couriers are acquired, scheduled, available in the right locations to meet order demand; forecasting demand; balancing courier supply levels to avoid slack or overload.
• Courier Training & Acquisition Officer: overseeing recruitment, onboarding, training (including service standards, customer interaction, appearance, safety), retention of couriers.
• Develop and implement delivery service quality standards and metrics: delivery time, order accuracy, courier appearance & behavior, customer satisfaction, handling of complaints/incidents, safety & hygiene standards.
• Create, maintain, and continuously improve SOPs, guidelines, policies for courier performance, appearance, training, discipline, and operations.
• Monitor live dashboards / KPIs for delivery operations: order lead time, late deliveries, cancellations, courier utilization, customer feedback.
• Ensure operational efficiency and cost control: optimize courier usage, reduce delivery times, minimize dead miles, optimize routing and assignment.
• Handle escalations from customers or operations, investigate root causes of failures, propose and implement remediation.
• Manage budgets for courier acquisition, incentives, training programs, operations support.
• Ensure compliance with Saudi regulatory requirements related to labor, safety, food safety, hygiene, vehicle and local licensing.

Qualifications

• 5 10 years of experience in operations, delivery, logistics, preferably experience in food delivery.
• Strong track record in managing live operations (real time monitoring, incident management), as well as supply & demand planning.
• Experience in courier recruitment, onboarding, training, and operational standards enforcement.
• Good understanding of forecasting methods; ability to use data to predict demand, plan capacity, schedule resources.
• Familiarity with technology tools for delivery operations: dashboards, routing and assignment systems, tracking, metrics collection, courier management platforms.
• Knowledge of Saudi (or GCC) regulations related to workforce (couriers), safety, hygiene, and food delivery regulations.

Working Conditions

• Location: Riyadh.
• Schedule: From Saturday to Wednesday 10:00AM to 6:00PM.
• Weekends: Thursday & Friday.

Seniority Level

Mid Senior level

Employment Type

Full time

Job Function

Other

Industries

Software Development