Director of Vendor Operations📣 إعلان

About Delivery Hero and Hungerstation

Delivery Hero SE is a global local delivery platform operating in approximately 65 countries worldwide, headquartered in Berlin, Germany. Listed on the Frankfurt Stock Exchange since 2017 and part of the MDAX index, Delivery Hero's mission is to provide a fast, easy, and convenient delivery experience. Hungerstation is a key part of the Delivery Hero Group, focusing on delivering this experience to customers.

Role Summary: Director of Vendor Operations

Hungerstation is seeking a Director of Vendor Operations to establish and expand its vendor operations function. This full-time role, based in Riyadh, involves owning the entire vendor lifecycle, from onboarding and compliance to performance management, quality assurance, experience, and support. The Director will cover various verticals including restaurants, groceries, convenience stores, and pharmacies, ensuring a robust vendor ecosystem through operational excellence, data utilization, and collaboration with product, technology, and regulatory teams. The position requires a combination of strategic planning, analytical rigor, and execution discipline.

Key Responsibilities

• Develop and implement the overall vendor operations strategy, translating business goals into actionable vendor performance initiatives.
• Lead cross-functional collaboration with local and global teams to enhance 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.
• Design and launch enhancements to vendor operations using controlled testing and market feedback.
• Provide regular performance reports, insights, and recommendations to senior management.
• Manage service levels, Net Promoter Score (NPS), Customer Satisfaction (CSAT), and overall 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, and design quality scorecards, surveys, and feedback tools.
• Proactively identify and execute process improvements to enhance efficiency and compliance.

Technical Operations and Support Leadership

• Lead the technical infrastructure of vendor operations, including managing configurations, integrations, zoning, pricing, and marketing systems.
• Oversee 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, and develop vendor training strategies for effective system adoption.
• Provide insights, reports, and documentation on system performance and improvements.
• Oversee a high-performing support function focused on delivering 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 identify opportunities to set new benchmarks.
• Deliver proactive support based on data shared by the performance team, and coordinate with logistics partners for device delivery, menu photoshoots, and troubleshooting.
• Provide multichannel support (chat, email, phone) with professional communication and high CSAT, identifying recurring issues and collaborating with internal teams to reduce escalations.

Required 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.
• Demonstrated success in scaling vendor operations within high-growth environments.
• Experience managing multi-vertical ecosystems, including food, grocery, retail, and pharmacy.

Work Location

This full-time position is based in Riyadh, Saudi Arabia.