Operations Associate - Grocery

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Role Level: L1
HM: Karan Mathur

Recruiter: Chiara Massara

Deliveroo is on a mission to change the way that people shop and eat. We want to be the platform that people turn to whenever they think about food or groceries. We continue to operate in a competitive marketplace but have achieved so much over the past year, including significant growth in our HOP, Grocery, Editions, Signature & Plus businesses.

We continue to innovate and challenge ourselves on what we should deliver next to achieve our mission. We are investing and building out teams to help us launch new innovative products. It's an exciting time to join and while we have made great progress, we are just getting started!

Deliveroo ODG

Deliveroo's ODG (On-Demand Grocery) business works closely with leading grocery partners across the UAE to power ultra-fast delivery through a network of picker-operated stores. These picker sites are the backbone of our grocery operations, combining technology, process excellence, and strong partnerships to ensure customers get what they ordered, on time, every time.

The Role

The Operations Associate plays a key role in supporting daily in-store operations across Deliveroo's grocery and retail partner network. This is a hands on field role focused on ensuring operational excellence, improving picker performance, and maintaining high service standards across multiple sites.

The ideal candidate is proactive, detail oriented, and comfortable working in fast paced retail or dark store environments. You'll work closely with pickers, site teams, and the central operations function to ensure flawless execution on ground.

Key Responsibilities

• Performance Monitoring: Regularly assess site performance using key metrics such as B10s, rejections, missing items, and cancellations. Identify issues affecting accuracy and fulfillment efficiency.
• Root Cause Analysis: Investigate performance issues, document findings, and implement corrective actions to prevent recurrence.
• On Site Training: Train and upskill pickers on Deliveroo's SOPs, focusing on substitution handling, order prioritization, picking accuracy, and customer first execution.
• Action Plan Development: Create site specific action plans to improve store KPIs. Outline findings, proposed solutions, and support required from stakeholders.
• Documentation & Reporting: Maintain records of site visits, issues, solutions implemented, and performance feedback. Share periodic updates with central operations and partner management teams.
• Hardware & Tech Support: Conduct regular checks on store tablets, printers, and SIMs. Troubleshoot or elevate hardware issues to ensure seamless live operations.
• Collaboration with Store Staff: Work closely with partner store managers and staff to ensure proper stock availability, item accuracy, and efficient order preparation.

Requirements

• Experience: 1-2 years in grocery, retail, or delivery operations.
• Skills: Strong problem solving and communication skills, high attention to detail, and the ability to work independently in fast paced environments.
• Technical: Familiarity with mobile/tablet apps and basic troubleshooting.
• Transport: Valid UAE driving license and own car.
• Physical: Ability to be on site at multiple store locations for extended periods.

Workplace & Diversity

At Deliveroo, we know that people are the heart of the business and we prioritize their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth and relocation.

We believe a great workplace represents the world we live in and how beautifully diverse it can be. That means we have no judgment when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing startups in an incredibly exciting space.

A competitive and comprehensive compensation and benefits package

Work Life

• Where needed, support with your visa and work permit process
• Paternity and maternity benefits
• Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high quality training and content

Medical & Wellness

• Comprehensive medical insurance (for employees, one dependent spouse and two dependent children)
• Access to Headspace, a meditation and wellbeing app
• Access to our Employee Assistance Plan
• Life Insurance

Time Away

• 25 days annual leave
• One day of paid leave per year to volunteer with a registered charity
• Flight ticket allowance for expatriate employees, to provide support towards a flight to your home country

Food

• Free Deliveroo Plus: free delivery and access to special offers
• Breakfast, snacks and drinks available in our office
• Twice monthly lunch allowance

Equity

• Some roles may be eligible for share awards, giving them ownership in Deliveroo and a share in our success

Compensation

• We aim to pay every employee competitively for the role they are performing in their respective location
• Depending on role and location, some employees may be eligible for an annual cash bonus, sign on bonus or relocation support