Rider Operations Manager📣 Job Ad

About HungerStation and the Role

HungerStation (هنقرستيشن) is seeking a Rider Operations Manager to join its team in Riyadh, Saudi Arabia. This full-time role is central to optimizing delivery efficiency, ensuring rider satisfaction, and managing all operational aspects related to the rider fleet. The Manager will drive operational excellence and strategic growth within the delivery ecosystem.

Core Rider Operations Management

The Rider Operations Manager will oversee the daily functions of rider operations, focusing on efficiency, compliance, and rider experience. Key responsibilities include:

• Developing processes to optimize delivery efficiency while ensuring rider satisfaction and regulatory adherence.
• Managing rider equipment, uniforms, and communication channels, including app functionality.
• Monitoring and controlling operational costs related to rider activities while maintaining service quality.
• Utilizing technology and data to optimize delivery routes and improve overall efficiency.
• Identifying opportunities to enhance rider operations through new tools and systems.
• Developing and maintaining KPI dashboards, providing regular reports on performance, trends, and areas requiring attention.
• Managing the overall rider experience, including Rider Pay, Rider NPS, churn rate, Early Life Cycle, and recruitment (onboarding and training).
• Overseeing the rider support and dispatch teams, ensuring adherence to SOPs and service levels.
• Managing rider earnings and CPO through payment systems and incentives.
• Increasing the daily active rider supply and ensuring compliance with CITC regulations.

Strategic Planning and Governance

This role involves contributing to the strategic direction of the division and ensuring operational integrity. Responsibilities include:

• Contributing to the development and execution of divisional ABCs and OKRs, ensuring alignment with other functions.
• Making critical decisions that support the division’s strategic and tactical direction.
• Establishing plans for respective functions/teams and providing inputs for divisional goals and objectives.
• Measuring and tracking divisional OKRs and metrics to ensure goal achievement and taking corrective actions when necessary.
• Following all relevant policies, procedures, and processes for consistent and controlled daily work.
• Contributing to the identification of opportunities for continuous improvement of processes and practices.
• Upholding a high-performance working environment and promoting HungerStation’s values.

Team and Financial Management

The Manager will lead and develop a team while ensuring sound financial management within the operations. Key duties include:

• Setting performance objectives, providing support, evaluating direct reports, and offering regular feedback.
• Participating in the identification and recruitment of key talents for the function.
• Providing clear direction, prioritizing tasks, assigning and delegating responsibility, and monitoring workflow.
• Providing opportunities for team members to contribute to improvement, innovation, and knowledge-sharing initiatives.
• Managing the budgeting cycle and providing input to the budgeting process.
• Ensuring effective utilization of the function's budget and reporting accurately on progress and challenges.
• Investigating and proposing strategies that result in a positive financial impact for HungerStation.
• Formulating strategies to mitigate financial and operational risks.

Project Leadership and Stakeholder Engagement

This role requires strong project management capabilities and the ability to foster effective relationships with various stakeholders.

• Leading and guiding the project management team in planning and organizing divisional or functional projects.
• Directing and controlling projects to ensure completion within defined parameters (cost, budget, timelines, scope, and quality).
• Leading initiatives and growth projects, aligning concerned functions for seamless execution.
• Establishing and maintaining good working relationships with key internal and external stakeholders.
• Informing stakeholders of relevant HungerStation actions and decisions.

Required Experience

Candidates for this position should possess 5-10 years of relevant professional experience in operations management, preferably within the logistics or food delivery sector.