Deliveroo Hiring for Senior Operations Associate – Support & Engagement Job at Dubai Full Time

Why Deliveroo?

When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us.

We want to be the definitive food company – the app you go to any time you have a hunger pang. We are transforming the way people think about food. We’re a technology driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.

OPERATIONS IN UAE

We are looking for a talented individual to join our Rider Support function within our Operations department. The ideal individual shall be outgoing, ownership-driven with strong relationship management skills and excited about the opportunity to shape this growing function.

The Support side of the role is responsible for ensuring our fleet maximises their productivity. This is through running rider training, designing & implementing rider performance policies, providing direct phone support to our riders, and ensuring we’re on the roads with our rider supervisors and kit champions to speak with riders face to face. Rider Support is a key channel for Deliveroo to understand what riders really think of the company and ensure there is a feedback loop into the business.

The Engagement side of the role is responsible for improving rider sentiment through both online and offline rider engagement activities through quantitative and qualitative analyses. The team also manages partnerships with third parties and assess general fleet sentiment to ensure we’re providing the best possible rider proposition.

RESPONSIBILITIES

• Own the Rider Support strategy and initiatives for the UAE, which aim to sustainably foster a well performing delivery fleet.
• Execute data analysis and optimization tasks related to improving and analyzing fleet performance.
• Execute on results as needed and coordinate with other related teams / areas, inc. instating and communicating corrective actions or rewards.
• Manage and scale the Rider Support team, covering tasks such as direct rider support and rider training.
• Liaise with other areas in regards to cross-initiatives to optimize rider performance
• Own the rider lifecycle from training onwards.
• Liaise with hiring agencies to ensure proper fleet performance and measurement.
• Seek standardisation in regards to rider related processes (KPI measurement).
• Assist in budget execution and tracking in Rider Support & Engagement related fronts.

REQUIREMENTS

• 3+ years of relevant professional experience
• Proficiency in English (must-have) and Urdu (good-to-have, but not essential)
• Proven project and people scaling and management skills
• Strong written and verbal communication skills
• Strong analytical and problem solving skills.
• Well proven track record of success in a fast-paced working environment Good handling of data through Gsuite, Excel and/or Looker.

Benefits and Diversity

• 25 days of Annual Holiday Leave
• Work visa
• Comprehensive medical insurance (for employee & dependants)
• Annual home flight tickets (for employee only)
• Free Deliveroo Plus – Free delivery and access to special offers
• Maternity & Paternity benefits
• End of year parties & regular social events
• An extremely fun team to work alongside!

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are – your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing start-up’s around.