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When you think of food delivery in the MENA region, we’d be pretty surprised if talabat didn’t pop into your mind first! Since delivering our first order in Kuwait in 2004, we’ve grown quite a lot over the past 17 years.
Today, we deliver hundreds of millions of food orders, grocery items and other products per year, to our customers in nine countries throughout the region with more than 3,000+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches, while our q-commerce concept, talabat mart, now delivers groceries to customers in Bahrain, Egypt, Jordan, Kuwait, Oman Qatar, and the UAE in 30 minutes or less!
Our philosophy is to make sure we do what is right for our ecosystem – our customers, our partners, our people, our riders, and the communities in which we operate. Our #techforgood program allows our customers a safe and convenient way to contribute to important causes in their community through donating to local and international charities directly on talabat with a focus on food insecurity in the region. Since its inception in 2020, we have facilitated the donation of well over 1 million meals to those in need, as well as donated over $1.5 million to charity with the help of our partners and customers. talabat is part of Delivery Hero, the global leader in online food delivery and q-commerce.
Role Summary
Talabat U.A.E. has grown to become a very large business and largest aggregator in the UAE. A key goal and deliverable to Talabat UAE success is to ensure the quality of its operations deliver a seamless and frictionless experience to customers and partners alike. The Head of Operations, UAE will be responsible to drive continuous improvement and achieve excellence in operations.
What’s On Your Plate?
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Vision for the role
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talabat is a 3-sided marketplace: restaurant, partners and riders. At any given time, any decision made for one side of the marketplace (for instance, reducing vendor delay at restaurants), can impact other sides of the marketplace.
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As a head of operations U.A.E., you will be responsible for making sure that operations across the U.A.E. are striking the right balance. You will have to constantly revisit your assessment to make sure that the balance is right in light of market conditions
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While radically improving our customer experience is the goal, you will achieving this while keeping in mind that we need to increase the affinity riders and restaurants have for us
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High level objectives
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Responsible for the discovery, diagnostics, design + deployment of managing the key processes structuring the customer and partner experience
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Responsible for define structural, self-reinforcing mechanisms in order to successfully and sustainably encourage / incentivize both the customers and restaurants to behave in a way which helps the platform grow (i.e., on-time-lines, low cancellation rate)
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Define, deploy and iterate on those key structural programs. For instance (illustrative)
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Compensation program
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“Right away” guarantee program
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Penalty / incentive system for restaurants for operational quality
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Global Help Center
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Vendor portal
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Illustrative KPIs
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Improve customer experience
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AO NPS
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Contact rate %
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NFR%
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% delivery late > 5 min
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Shrink %
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Stacking %
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Menu Mcvr%
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% of items on the menu with a picture
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Improve partner experience
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Contact rate %
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NFR%
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Food preparation time
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Average vendor clean time
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NPS
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What Did We Order?
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Master’s Degree within Business Administration or Engineering
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Minimum of 10+ years’ experience within operations, process improvement, customer and vendor experience improvement
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Ability to manage a large team and ability to manage multiple stakeholders in a matrix organization, in a fast moving environment
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High emotional quotient
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Experience in structuring processes, aligning them across the organization and pushing its implementation through systems
Illustrative Example:
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Example of complexity + balance needed within UAE Operations across Partners, Customer + Riders.
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For instance, when we work on reducing vendor delay:
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Partners are not as happy, because this may mean that we control more their operations and put pressure on them in order to incentivize them to provide us with the food on time
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Riders are happy, because it means that they lose less time waiting at the partner location waiting to pick up their orders. This is all the more important as this increases their UTR and we have a pay-per-drop model
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Customers are happy, as talabat becomes more reliable and more consistently delivers on time
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