rider operations manager

HungerStation | هنقرستيشن

<div>
 Hungerstation is part of the Delivery Hero Group, the world&rsquo;s pioneering local delivery platform, our mission is to deliver an amazing experience&mdash;fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
 
 
 
 Job Description
 
 
 
 
 Key Accountability Areas
 
 
 
 
 Rider Operations
 
 
 
 <ul>
 <li>
 Develop effective processes to optimize delivery efficiency while ensuring rider satisfaction and adherence to regulations.
 </li>
 <li>
 Ensure operations run smoothly, efficiently, and in compliance with all relevant regulations.
 </li>
 <li>
 Manage rider equipment and uniforms.
 </li>
 <li>
 Monitor and control operational costs related to rider operations while maintaining service quality.
 </li>
 <li>
 Utilize technology and data to optimize delivery routes and improve efficiency.
 </li>
 <li>
 Identify opportunities to enhance rider operations through the implementation of new tools and systems.
 </li>
 <li>
 Develop and maintain key performance indicator (KPI) dashboards, providing regular reports to senior management on rider operations' performance, trends, and areas requiring attention.
 </li>
 <li>
 Manage the overall rider experience and communication such as Rider Pay, Rider NPS, rider churn rate, Rider&rsquo;s Early Life Cycle (New rider experience), and rider recruitment in regard to onboarding and training.
 </li>
 <li>
 Manage the rider support team and dispatch team in terms of SOPs and service Level.
 </li>
 <li>
 Manage and maintain rider earnings and CPO through rider payment system and incentives.
 </li>
 <li>
 Manage the communication channels of riders and rider app functionality.
 </li>
 <li>
 Increase the daily active rider&rsquo;s supply.
 </li>
 <li>
 Manage compliance with CITC.
 
 
 </li>
 </ul>
 
 Strategy &amp; Planning
 
 
 
 <ul>
 <li>
 Contribute to the development and execution of the Division&rsquo;s ABCs and OKRs, while ensuring alignment with other Functions' heads.
 </li>
 <li>
 Make critical decisions that support the Division's strategic and tactical direction.
 </li>
 <li>
 Establish the plans for the respective functions/teams and provide inputs that support the Division&rsquo;s goals and objectives.
 </li>
 <li>
 Distribute tactical responsibilities effectively to potential leaders in the Division, to improve the succession readiness of the organization over time.
 </li>
 <li>
 Measure and track the Division's OKRs and metrics to ensure the achievement of goals and take corrective actions when necessary.
 
 
 </li>
 </ul>
 
 Governance and Resilience
 
 
 
 <ul>
 <li>
 Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner.
 </li>
 <li>
 Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.
 </li>
 <li>
 Uphold a high-performance working environment and promote HS&rsquo;s Values.
 
 
 </li>
 </ul>
 
 People Management
 
 
 
 <ul>
 <li>
 Set performance objectives, provide necessary support, evaluate direct reports, and provide regular feedback on performance.
 </li>
 <li>
 Participate in the identification and recruitment of key talents for the function.
 </li>
 <li>
 Provide clear direction, prioritize tasks, assign and delegate responsibility, and monitor the workflow.
 </li>
 <li>
 Provide opportunities for team members to suggest, participate in, and contribute to improvement, innovation, and knowledge-sharing initiatives.
 
 
 </li>
 </ul>
 
 Budget Management
 
 
 
 <ul>
 <li>
 Manage and own the budgeting cycle and provide input to the budgeting process.
 </li>
 <li>
 Ensure effective utilization of the function's budget, and report accurately on progress and challenges.
 </li>
 <li>
 Investigate and propose implementing strategies that result in a positive financial impact for HS.
 </li>
 <li>
 Manage the reporting departments effectively within budget, and report accurately on progress made and challenges encountered.
 </li>
 <li>
 Formulate strategies that result in a positive financial impact for HS and aim to mitigate financial and operational risks.
 
 
 </li>
 </ul>
 
 Project Management
 
 
 
 <ul>
 <li>
 Lead and guide the project management team in planning and organizing divisional or functional projects for their respective divisions.
 </li>
 <li>
 Direct and control projects to ensure that project cycles are completed, and parameters (cost budget, timelines, scope, and quality) are met, monitored, and in line with the required quality and standards.
 </li>
 <li>
 Lead initiatives and growth projects aligning concerned functions for seamless execution.
 
 
 </li>
 </ul>
 
 Stakeholders' Relations
 
 
 
 <ul>
 <li>
 Establish and maintain good working relationships with the key stakeholders internally and externally.
 </li>
 <li>
 Inform stakeholders of the relevant HS's actions and decisions.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 
 QUALIFICATIONS/REQUIREMENTS
 
 
 
 
 Knowledge And Experience
 
 
 
 <ul>
 <li>
 6 - 8 years of relevant experience.
 </li>
 <li>
 Excellent communication and interpersonal skills.
 </li>
 <li>
 Knowledge of relevant software and tools for route optimization and tracking.
 </li>
 <li>
 Leadership and team management
 
 
 </li>
 </ul>
 
 Education and Certifications
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Logistics, or a relevant field is required.
 </li>
 <li>
 A master&rsquo;s degree in a relevant field is preferred.
 </li>
 </ul>
</div>

Rider Operations Manager

Delivery Hero

<div>Company Description 
Talabat is part of the Delivery Hero Group, the world&rsquo;s pioneering local delivery platform, our mission is to deliver an amazing experience&mdash;fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. 
Job Description 
We are seeking a dynamic and experienced individual to join our team as a Rider Quality &amp; Compliance Logistics Manager. In this role, you will be responsible for overseeing and optimizing the quality and compliance aspects of our rider operations, and ensuring smooth flow and on-ground day to day operations of On-Road Quality Control Patrollers (t-patrollers).
The ideal candidate will have a strong background in logistics, a keen eye for compliance, and a passion for ensuring a seamless and compliant rider experience through a data driven approach.
What&rsquo;s On Your Plate?
Quality Management:<ul><li>
Develop and implement quality management processes to ensure the highest standards of service and efficiency in rider logistics.</li><li>
Conduct regular audits and assessments to identify areas for improvement and ensure adherence to quality standards.</li></ul>
Compliance Oversight:<ul><li>
Drive the Rider Appearance and Behaviour compliance across the market.</li><li>
Ensure the riders are delivering the best in class customer experience through data monitoring.</li><li>
Develop and maintain a comprehensive compliance matrix for the riders to ensure the regional requirements are being met.</li><li>
Stay informed about local, and regional changes and regulations affecting rider logistics.</li><li>
Ensure riders and logistics operations comply with relevant laws, regulations, and industry standards.</li></ul>
Performance Monitoring &amp; Improvement:<ul><li>
Follow up on key performance indicators (KPIs) for rider Quality logistics scores (RQS) and compliance.</li><li>
Regularly assess and analyze performance data to identify trends, areas for improvement, and implement corrective actions / Update compliance matrix when needed.</li><li>
Drive the Rider Quality OKR improvement across the market.</li><li>
Drive continuous improvement initiatives by identifying opportunities for efficiency and effectiveness in rider logistics.</li><li>
Implement best practices and stay abreast of industry trends to enhance the overall quality of rider operations.</li></ul>
Safety Measures:<ul><li>
Implement and monitor safety measures to ensure the well-being of riders during their operations.</li><li>
Collaborate with relevant stakeholders to address safety concerns and implement preventative measures.</li></ul>
Documentation and Reporting:<ul><li>
Maintain accurate and up-to-date records related to rider compliance and quality.</li><li>
Generate regular reports for management, highlighting key performance metrics and compliance status.</li></ul>
Training and Development:<ul><li>
Collaborate with the training team to create materials that promote adherence to quality and compliance standards.</li><li>
Coordinate with the rider training team to design and deliver compliance training programs for riders, ensuring they are well-versed in safety regulations and operational compliance.</li></ul>
Communication and Collaboration:<ul><li>
Foster strong communication channels with riders, local logistics teams, and regional logistics leadership.</li><li>
Collaborate with cross-functional teams, including operations, compliance, and product, to ensure seamless integration of quality and compliance processes.</li></ul> 

Qualifications 
What Did We Order?<ul><li>
Bachelor's degree in Logistics, Supply Chain Management, or a related field.</li><li>
Good communication skills in English and Arabic language.</li><li>
Confident user of Excel, Google documents, spreadsheets, and smartphone apps.</li><li>
Analytical thinker, who is able to find solutions that are practical and effective.</li><li>
Excellent leadership skills: Experience with managing a bigger group of people.</li><li>
Proven experience in logistics and compliance management, preferably in the transportation or delivery industry.</li><li>
Ability to work under pressure, handle stress, and handle many people with different personality types, diverse levels of education and abilities.</li><li>
Good understanding of local areas and the street system and road network (must have local Egypt experience)</li><li>
Can-do attitude, problem solving skills and passion for the food industry.</li><li>
Knowledge of safety protocols and compliance standards.</li></ul></div>

Manager Rider Quality & Compliance

foodpanda

<div>
 foodpanda is part of the Delivery Hero Group, the world&rsquo;s pioneering local delivery platform, our mission is to deliver an amazing experience&mdash;fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
 
 
 
 Job Description
 
 
 
 The Head / Lead, Country Fleet Health is responsible for managing the overall health, efficiency, and scalability of the rider fleet across Pakistan. This role plays a critical part in ensuring supply availability aligns with demand growth, while maintaining high standards of rider performance, compliance, and experience.
 
 
 The role requires a strong balance of strategic planning and operational execution, with a focus on optimizing the end-to-end rider lifecycle&mdash;from recruitment to retention and performance management.
 
 
 <ul>
 <li>
 Rider Lifecycle Management
 </li>
 <li>
 Recruitment Strategy &amp; Execution
 </li>
 <ul>
 <li>
 Design and execute data-driven rider recruitment strategies to meet fleet size targets aligned with order demand
 </li>
 <li>
 Optimize acquisition channels, conversion funnels, and cost efficiency
 </li>
 <li>
 Continuously monitor market dynamics and competitor benchmarks to stay ahead in supply acquisition
 </li>
 </ul>
 <li>
 Onboarding &amp; Training
 </li>
 <ul>
 <li>
 Oversee onboarding processes to ensure riders are fully equipped, compliant, and operationally ready
 </li>
 <li>
 Standardize training frameworks to drive consistency in rider performance and service quality
 </li>
 <li>
 Ensure strong first-week experience to improve early-stage retention
 </li>
 </ul>
 <li>
 Performance Management &amp; Compliance
 </li>
 <ul>
 <li>
 Implement and localize central performance frameworks, including KPIs, SLAs, and productivity benchmarks
 </li>
 <li>
 Monitor rider performance and take corrective actions to maintain a high-performing fleet
 </li>
 <li>
 Enforce compliance standards, policies, and safety protocols across the rider base
 </li>
 </ul>
 <li>
 Operational Support &amp; Rider Experience
 </li>
 <li>
 Rider Support
 </li>
 <ul>
 <li>
 Establish and manage effective rider support mechanisms outside active shifts
 </li>
 <li>
 Act as an escalation point for operational issues and ensure timely resolution
 </li>
 <li>
 Continuously improve rider experience through structured feedback loops and engagement initiatives
 </li>
 </ul>
 <li>
 Rider Payroll &amp; Payout Accuracy
 </li>
 <ul>
 <li>
 Oversee the preparation and validation of rider payroll files
 </li>
 <li>
 Ensure timely, accurate, and transparent payouts
 </li>
 <li>
 Partner with finance and product teams to improve payout systems and reduce discrepancies
 </li>
 </ul>
 <li>
 Fleet Health &amp; Optimization
 </li>
 <li>
 Drive key fleet health metrics including activation, utilization, retention, and reactivation
 </li>
 <li>
 Identify gaps in supply-demand balance and proactively deploy interventions (incentives, reactivation campaigns, etc.)
 </li>
 <li>
 Lead initiatives to improve rider engagement, loyalty, and long-term retention
 </li>
 <li>
 Analyze operational data to identify inefficiencies and implement scalable solutions
 </li>
 <li>
 Stakeholder Management &amp; Leadership
 </li>
 <li>
 Collaborate with regional and central teams to align on global fleet strategies and local execution
 </li>
 <li>
 Work closely with Product, Finance, and Operations teams to drive continuous improvements
 </li>
 <li>
 Lead and develop local fleet teams to ensure strong execution and accountability
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 6&ndash;10+ years of experience in operations, logistics, marketplace, or gig economy businesses
 </li>
 <li>
 Proven track record of managing large-scale operations or supply-side platforms
 </li>
 <li>
 Strong analytical mindset with experience in data-driven decision-making
 </li>
 <li>
 Experience in rider/driver operations, fleet management, or last-mile logistics is highly preferred
 </li>
 <li>
 Strong leadership and stakeholder management skills
 </li>
 <li>
 Ability to operate in a fast-paced, high-growth environment
 
 
 </li>
 </ul>
 
 Additional Information
 
 
 
 What Success Looks Like
 
 
 <ul>
 <li>
 Optimal fleet size aligned with demand across all cities
 </li>
 <li>
 Improved rider retention and reduced churn
 </li>
 <li>
 High compliance and performance standards across the fleet
 </li>
 <li>
 Seamless rider experience with minimal operational friction
 </li>
 <li>
 Accurate and timely rider payouts
 </li>
 </ul>
</div>

Head, Country Fleet Health

<div>Company Description 
foodpanda is part of the Delivery Hero Group, the world&rsquo;s pioneering local delivery platform, our mission is to deliver an amazing experience&mdash;fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. 
Job Description 
The Head / Lead, Country Fleet Health is responsible for managing the overall health, efficiency, and scalability of the rider fleet across Pakistan. This role plays a critical part in ensuring supply availability aligns with demand growth, while maintaining high standards of rider performance, compliance, and experience.
The role requires a strong balance of strategic planning and operational execution, with a focus on optimizing the end-to-end rider lifecycle&mdash;from recruitment to retention and performance management. 
1. Rider Lifecycle Management<ul><li>
Recruitment Strategy &amp; Execution<ul><li>
Design and execute data-driven rider recruitment strategies to meet fleet size targets aligned with order demand</li><li>
Optimize acquisition channels, conversion funnels, and cost efficiency</li><li>
Continuously monitor market dynamics and competitor benchmarks to stay ahead in supply acquisition</li></ul></li><li>
Onboarding &amp; Training<ul><li>
Oversee onboarding processes to ensure riders are fully equipped, compliant, and operationally ready</li><li>
Standardize training frameworks to drive consistency in rider performance and service quality</li><li>
Ensure strong first-week experience to improve early-stage retention</li></ul></li><li>
Performance Management &amp; Compliance<ul><li>
Implement and localize central performance frameworks, including KPIs, SLAs, and productivity benchmarks</li><li>
Monitor rider performance and take corrective actions to maintain a high-performing fleet</li><li>
Enforce compliance standards, policies, and safety protocols across the rider base</li></ul></li></ul> 
2. Operational Support &amp; Rider Experience<ul><li>
Rider Support<ul><li>
Establish and manage effective rider support mechanisms outside active shifts</li><li>
Act as an escalation point for operational issues and ensure timely resolution</li><li>
Continuously improve rider experience through structured feedback loops and engagement initiatives</li></ul></li><li>
Rider Payroll &amp; Payout Accuracy<ul><li>
Oversee the preparation and validation of rider payroll files</li><li>
Ensure timely, accurate, and transparent payouts</li><li>
Partner with finance and product teams to improve payout systems and reduce discrepancies</li></ul></li></ul> 
3. Fleet Health &amp; Optimization<ul><li>
Drive key fleet health metrics including activation, utilization, retention, and reactivation</li><li>
Identify gaps in supply-demand balance and proactively deploy interventions (incentives, reactivation campaigns, etc.)</li><li>
Lead initiatives to improve rider engagement, loyalty, and long-term retention</li><li>
Analyze operational data to identify inefficiencies and implement scalable solutions</li></ul> 
4. Stakeholder Management &amp; Leadership<ul><li>
Collaborate with regional and central teams to align on global fleet strategies and local execution</li><li>
Work closely with Product, Finance, and Operations teams to drive continuous improvements</li><li>
Lead and develop local fleet teams to ensure strong execution and accountability</li></ul> 
Qualifications<ul><li> 
6&ndash;10+ years of experience in operations, logistics, marketplace, or gig economy businesses</li><li>
Proven track record of managing large-scale operations or supply-side platforms</li><li>
Strong analytical mindset with experience in data-driven decision-making</li><li>
Experience in rider/driver operations, fleet management, or last-mile logistics is highly preferred</li><li>
Strong leadership and stakeholder management skills</li><li>
Ability to operate in a fast-paced, high-growth environment</li></ul> 
Additional Information 
What Success Looks Like<ul><li>
Optimal fleet size aligned with demand across all cities</li><li>
Improved rider retention and reduced churn</li><li>
High compliance and performance standards across the fleet</li><li>
Seamless rider experience with minimal operational friction</li><li>
Accurate and timely rider payouts</li></ul></div>

Lead, Country Fleet Health

<div>Company Description 
Talabat is part of the Delivery Hero Group, the world&rsquo;s pioneering local delivery platform, our mission is to deliver an amazing experience&mdash;fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. 
Job Description 
Role overview
Managing overall logistics of cities or zones assigned across West Cairo. Leading on-demand delivery operations and maintaining excellent customer experience 24/7. Taking ownership of staffing, service levels, and communication with stakeholders. Monitoring, measuring, and improving compliance and performance of riders/partners.
Whats on your plate?<ul><li>
Oversees and solves all daily logistics related operations</li><li>
Initiating, leading and optimizing full order cycle in assigned cluster.</li><li>
Owns the communication with external suppliers.</li><li>
Supervise, coach multiple rider supervisor and rider trainers.</li><li>
Set up SOPs, policies and tools for safety/compliance of riders and partners.</li><li>
On-ground support in the coordination of marketing campaigns and activities across all brand entities.</li><li>
Responsible for cities rider experience and satisfaction score.</li><li>
Provide weekly updates to country management on projects &amp; performance progress.</li><li>
Responsible for the cluster Acquisition targets</li><li>
Monitor cluster logistics SLA in alignment with the centralized acquisition team to fulfil the required riders per area</li><li>
Responsible for the supplier&rsquo;s performance management</li><li>
Responsible for the operational zone setup and special projects in alignment with the country logistics head.</li></ul> 

Qualifications 
What did we order?<ul><li>
Bachelor's Degree.</li><li>
5-7 years of experience in food/grocery tech industry is highly preferred.</li><li>
Extensive experience in Data Analytics.</li><li>
Strong communication skills, both written and verbal.</li><li>
People management skills: Experience of managing bigger group of people.</li><li>
Stakeholder management skills: Experience in dealing with cross-cultural team members and</li><li>
cross-functional teams.</li><li>
Ability to analyse data and derive insights from comprehensive data reports.</li><li>
Ability to deal with ambiguity, work under pressure, handle stress.</li></ul></div>

Manager City Logistics Operations

Deliveroo

<div>
 
 ME Rider Operations
 
 
 
 The team
 
 
 The Rider Engagement team sits within Rider Operations and is responsible for delivering a market-leading proposition for the UAE rider fleet. The team focuses on improving rider experience, engagement, and retention through initiatives such as rider communications, in-person events, perks and partnerships, and intel gathering &amp; reporting.
 
 
 The role
 
 
 The Rider Engagement Associate will support the execution of rider commercial perks and partnerships, road safety initiatives, and seasonal engagement campaigns across the UAE. The role will grow to take ownership of specific workstreams related to these initiatives and will report directly to the Middle East Rider Engagement Manager.
 
 
 What You&rsquo;ll Be Doing
 
 
 <ul>
 <li>
 Identify and pursue impactful rider benefit partnerships (e.g. grocers, restaurants, and bike service shops) to strengthen Deliveroo&rsquo;s non-monetary rider proposition in the UAE.
 </li>
 <li>
 Support the creation and rollout of engaging rider communications and campaigns.
 </li>
 <li>
 Support the planning and execution of rider road safety programmes, including hosting workshops and collaborating with internal and external stakeholders such as local authorities and the Public Affairs team.
 </li>
 <li>
 Track and report on the success of initiatives (e.g. rider satisfaction and redemption rates).
 </li>
 <li>
 Organise and execute in-person rider activities and events, such as rider Iftars during Ramadan and heat-relief campaigns during the summer months.
 
 </li>
 </ul>
 
 Requirements
 
 
 <ul>
 <li>
 1&ndash;3 years of experience in Operations, Partnerships, Sales, Marketing &amp; Community Engagement.
 </li>
 <li>
 Bachelor&rsquo;s degree in Business, Marketing, Communications, or a related field
 </li>
 <li>
 Strong written and verbal communication skills in English and Arabic
 </li>
 <li>
 Ability &amp; interest to craft clear and engaging communications for rider campaigns
 </li>
 <li>
 Comfortable conducting market research and external outreach
 </li>
 <li>
 Experience coordinating events, workshops, or engagement initiatives is a plus
 </li>
 <li>
 Proficient in Google Workspace tools and Excel/Sheets, with experience in Canva or similar design tools as a plus.
 </li>
 <li>
 Must hold a UAE Passport and Family Book
 
 </li>
 </ul>
 
 Why Join Us?
 
 
 At Deliveroo, You&rsquo;ll Do Work That Matters, Solving Real-world Problems In a Three-sided Marketplace That&rsquo;s Constantly Evolving. We&rsquo;re Food Lovers, Problem Solvers, Community Builders And More, Brought Together By a Shared Drive To Make Things Better. Working Here You Can Expect To
 
 
 🔧 Make a visible impact every day
 
 
 Your work directly improves experiences for customers, partners and riders.
 
 
 🌱 Learn fast in an entrepreneurial environment
 
 
 Work close to the market with autonomy, pace and real responsibility.
 
 
 🧠 Build a career, not just a role
 
 
 Stretch yourself, develop new skills and grow as the business evolves.
 
 
 🌎 Deliver together in an inclusive culture
 
 
 Collaborative, values-driven teams that support how you work best.
 
 We aim to create a fair process that lets your skills shine&mdash;our interview typically includes 3-4 stages. Find more about how we hire here.
 
 
 Our Global Structure
 
 
 Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we&rsquo;re unlocking new possibilities as one global team.
 
 
 Diversity, Equity and Inclusion
 
 
 At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We&rsquo;re committed to fostering an environment where everyone can do their best work and feel they belong.
 
 We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.
 
 If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you&rsquo;ll have the opportunity to let us know once you&rsquo;ve submitted your application. We&rsquo;ll share details on how to request support so we can ensure you have a fair and equitable experience.
 
 If you&rsquo;re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we&rsquo;d love to hear from you!
</div>

Rider Engagement Associate, Dubai (UAE National)

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