Rider Operations Manager📣 Job Ad

About the Role

HungerStation, part of the Delivery Hero Group, is seeking a Rider Operations Manager to join its team in Riyadh, Saudi Arabia. This role operates on a contract basis. HungerStation is a leading local delivery platform focused on providing a fast and easy delivery experience.

Key Responsibilities

The Rider Operations Manager will be responsible for developing and implementing processes to optimize delivery efficiency, ensure rider satisfaction, and maintain regulatory compliance. This includes managing rider equipment and uniforms, monitoring and controlling operational costs while upholding service quality, and utilizing technology and data for route optimization.

• Developing and maintaining key performance indicator (KPI) dashboards and providing regular reports to senior management on rider operations performance.
• Managing the overall rider experience, including rider pay, Net Promoter Score (NPS), churn rate, early life cycle experience, and recruitment, onboarding, and training processes.
• Overseeing the rider support and dispatch teams, ensuring adherence to Standard Operating Procedures (SOPs) and service levels.
• Managing rider earnings and Cost Per Order (CPO) through the rider payment system and incentives.
• Managing rider communication channels and rider app functionality.
• Increasing the daily active rider supply and ensuring compliance with CITC regulations.
• Contributing to the development and execution of divisional objectives and Key Results (OKRs), making critical decisions to support strategic and tactical direction.
• Establishing functional plans, distributing tactical responsibilities, and measuring OKRs to ensure goal achievement.
• Following relevant policies and procedures, identifying opportunities for continuous improvement, and promoting company values.
• Setting performance objectives, providing support and feedback to direct reports, and participating in talent recruitment.
• Managing the budgeting cycle, ensuring effective budget utilization, and proposing strategies for positive financial impact and risk mitigation.
• Leading project management for divisional or functional projects, ensuring completion within defined parameters (cost, timelines, scope, quality).
• Establishing and maintaining relationships with key internal and external stakeholders.

Qualifications and Experience

The ideal candidate will possess 5-10 years of relevant experience. A Bachelor's degree in Business Administration, Logistics, or a related field is required. A Master's degree in a relevant field is preferred. Strong leadership and team management skills are essential, along with excellent communication and interpersonal abilities. Knowledge of relevant software and tools for route optimization and tracking is also necessary.

Work Environment

This is a contract position based in Riyadh, Saudi Arabia.