Director of Vendor Operations📣 إعلان

About HungerStation and Delivery Hero

HungerStation is a key part of the Delivery Hero Group, a global local delivery platform operating in approximately 65 countries worldwide. Headquartered in Berlin, Germany, Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is included in the MDAX stock market index.

The Role: Director of Vendor Operations

HungerStation is seeking a Director of Vendor Operations for a contract role based in Riyadh, Saudi Arabia. This leadership position is responsible for building and scaling the company's Vendor Operations function. The Director will own the entire vendor lifecycle, encompassing onboarding, compliance, performance management, quality, experience, and support across diverse verticals such as restaurants, groceries, convenience stores, and pharmacies.

Strategic Leadership and Operational Excellence

This role requires a leader to ensure the vendor ecosystem thrives by driving operational excellence and leveraging data. The Director will align closely with product, technology, and regulatory bodies. The position demands a blend of strategic thinking, analytical rigor, and execution discipline, with the ability to inspire teams, scale processes, and establish industry standards.

Key Responsibilities

• Drive the overall vendor operations strategy, translating business goals into actionable vendor performance initiatives.
• Lead cross-functional collaboration with local and global teams to improve vendor experience, customer satisfaction, and rider efficiency.
• Establish benchmarks and Key Performance Indicators (KPIs) such as reliability, availability, order timing, and seamless experience metrics.
• Analyze data, identify trends, and generate actionable insights to optimize vendor performance and platform growth.
• Utilize controlled testing and market feedback to design and launch enhancements to vendor operations.
• Provide senior management with regular performance reports, insights, and recommendations.
• Oversee the delivery of premium vendor experiences across all operational touchpoints.
• Manage service levels, Net Promoter Score (NPS), Customer Satisfaction (CSAT), and vendor satisfaction metrics.
• Build and maintain the knowledge base and Standard Operating Procedures (SOPs) as the authoritative source for vendor operations.
• Conduct regular audits, Root Cause Analyses (RCAs), and calibration sessions to drive quality improvements.
• Implement continuous feedback loops between vendors and internal teams.
• Design quality scorecards, surveys, and feedback tools to capture partner feedback.
• Proactively identify and execute process improvements that enhance efficiency and compliance.
• Lead the technical infrastructure of vendor operations, managing configurations, integrations, zoning, pricing, and marketing systems.
• Own and enhance vendor portals, self-service platforms, and transmission devices.
• Ensure system availability, reliability, and usability through proactive troubleshooting and maintenance.
• Partner with local and global product teams to influence system design and rollout.
• Develop vendor training strategies to ensure effective system adoption.
• Provide insights, reports, and documentation on system performance and improvements.
• Oversee a high-performing support function that delivers first-contact resolution (FCR) across all vendor touchpoints.
• Ensure seamless onboarding, menu setup, working hours configuration, and ongoing vendor maintenance.
• Manage Service Level Agreement (SLA) compliance and explore opportunities to set new benchmarks.
• Deliver proactive support based on data shared by the performance team.
• Coordinate with logistics partners for device delivery, menu photoshoots, and troubleshooting.
• Provide multichannel support (chat, email, phone) with professional communication and high CSAT.
• Identify recurring issues and collaborate with internal teams to reduce escalations.

Qualifications and Experience

• A minimum of 10 years of experience in vendor/supplier operations, marketplace management, or logistics/e-commerce.
• At least 4 years of experience in a senior leadership role.
• Proven success in scaling vendor operations within high-growth environments.
• Experience managing multi-vertical ecosystems, including food, grocery, retail, and pharmacy.

Work Type and Location

This is a contract position located in Riyadh, Riyadh, Saudi Arabia. The salary for this role will be discussed during the interview process.