Rider Operations Manager

About the Role

HungerStation is seeking a Rider Operations Manager to join our team in Riyadh, Saudi Arabia. This full-time role is critical for optimizing delivery efficiency and ensuring high rider satisfaction. The Manager will oversee comprehensive operational aspects, including strategy, governance, people management, budget, projects, and stakeholder relations, contributing directly to the company's service quality and operational excellence.

Rider Operations Management

• Develop and implement effective processes to optimize delivery efficiency while ensuring rider satisfaction and adherence to regulations.
• Ensure smooth, efficient, and compliant daily operations.
• Manage rider equipment, uniforms, and communication channels, including rider app functionality.
• Monitor and control operational costs related to rider activities, maintaining service quality.
• Utilize technology and data to optimize delivery routes and improve overall efficiency.
• Identify opportunities to enhance rider operations through new tools and systems implementation.
• Develop and maintain key performance indicator (KPI) dashboards, providing regular reports to senior management on performance, trends, and areas for attention.
• Manage the overall rider experience and communication, covering Rider Pay, Rider NPS, rider churn rate, Rider’s Early Life Cycle, and recruitment onboarding and training.
• Oversee the rider support team and dispatch team in terms of Standard Operating Procedures (SOPs) and service levels.
• Manage and maintain rider earnings and Cost Per Order (CPO) through the rider payment system and incentives.
• Increase the daily active rider supply and manage compliance with CITC regulations.

Strategic and Financial Oversight

• Contribute to the development and execution of the Division’s ABCs and OKRs, ensuring alignment with other functional heads.
• Make critical decisions that support the Division’s strategic and tactical direction.
• Establish plans for respective functions/teams and provide inputs that support divisional goals and objectives.
• Manage and own the budgeting cycle, providing input to the budgeting process and ensuring effective utilization of the function’s budget.
• Investigate and propose strategies that result in a positive financial impact for HungerStation and mitigate financial and operational risks.
• Lead and guide project management teams in planning and organizing divisional or functional projects.
• Direct and control projects to ensure completion within defined parameters including cost, timelines, scope, and quality.
• Lead initiatives and growth projects, aligning concerned functions for seamless execution.

Organizational Development and Stakeholder Engagement

• Follow all relevant policies, procedures, and processes to ensure controlled and consistent daily work.
• Contribute to identifying opportunities for continuous improvement of processes and practices.
• Uphold a high-performance working environment and promote HungerStation’s Values.
• Set performance objectives, provide support, evaluate direct reports, and offer regular feedback.
• Participate in the identification and recruitment of key talents for the function.
• Provide clear direction, prioritize tasks, assign and delegate responsibility, and monitor workflow.
• Provide opportunities for team members to suggest, participate in, and contribute to improvement, innovation, and knowledge-sharing initiatives.
• Establish and maintain strong working relationships with key internal and external stakeholders.
• Inform stakeholders of relevant HungerStation actions and decisions.

Required Qualifications

• Bachelor’s degree in Business Administration, Logistics, or a relevant field is required. A master’s degree in a relevant field is preferred.
• 6 - 8 years of relevant experience.
• Excellent communication and interpersonal skills.
• Knowledge of relevant software and tools for route optimization and tracking.
• Demonstrated leadership and team management capabilities.

Job Details

This is a full-time position based in Riyadh, Saudi Arabia. Salary for this role will be disclosed during the interview process.