Chief Operation Officer

Key Responsibilities1. Operational Strategy & ExecutionDevelop and execute the company’s operational strategy aligned with growth targets and profitability goals.Oversee end-to-end marketplace operations including logistics, fulfillment, and customer service.Lead expansion strategy across cities and new verticals (e.g., quick commerce, care products, gifting).Drive operational KPIs including order fulfillment time, delivery success rate, cost per order, and NPS.2. Logistics & Supply Chain OptimizationOptimize fleet management (in-house and third-party riders).Improve routing efficiency and last-mile delivery performance.Oversee dark stores and inventory management (if applicable).Implement scalable SOPs and automation initiatives.3. Merchant & Partner OperationsStrengthen relationships with premium restaurant partners.Ensure high service-level agreements (SLAs) and partner performance metrics.Collaborate with commercial teams to improve merchant onboarding and retention.4. Customer Experience ExcellenceEnhance end-to-end customer journey.Reduce complaints, cancellations, and refund ratios.Leverage data analytics to improve service reliability and satisfaction.5. Financial & Performance ManagementOwn operational P&L and cost optimization initiatives.Drive margin improvement strategies.Monitor unit economics and operational scalability metrics.6. Leadership & Organizational DevelopmentLead cross-functional teams (Operations, Logistics, CX, Supply Chain).Build a high-performance culture focused on accountability and data-driven decisions.Partner with CEO and board on strategic planning and execution.Qualifications10–15+ years of leadership experience in operations, preferably in food delivery, e-commerce, logistics, or marketplace platforms.Proven experience scaling high-growth tech-enabled businesses.Strong P&L management and cost optimization expertise.Deep understanding of last-mile logistics and marketplace economics.Experience within GCC/Saudi market preferred.Bachelor’s degree required; MBA preferred.Key CompetenciesStrategic thinker with execution focusData-driven decision makerStrong leadership and stakeholder managementChange management expertiseHigh adaptability in fast-paced environments#J-18808-Ljbffr