Operations Specialist Grocery

<div><h3>Location</h3><p>Dubai - Main Office</p><h3>Employment Type</h3><p>Full time</p><h3>Location Type</h3><p>Hybrid</p><h3>Department</h3><p>Deliveroo Cost Center Hierarchy COO UAE New Verticals UAE New Verticals UAE</p><p>Location: Dubai, UAE<br/>Department: Grocery Operations<br/>Reports to: Operations Manager – Grocery</p><h3>About Deliveroo</h3><p>Deliveroo is on a mission to change the way people shop and eat. We aim to be the platform customers think of first for groceries and everyday essentials. Our On-Demand Grocery (ODG) division is one of the fastest-growing parts of the business — built on partnerships with leading grocery retailers to deliver speed, accuracy, and convenience to customers across the UAE.</p><p>We continue to expand our network of picker-operated stores, investing in our teams and operational capabilities to ensure best-in-class service and continuous improvement in every order we fulfill.</p><h3>The Role</h3><p>The<b>Operations Specialist</b>is a leadership role within Deliveroo’s Grocery Field Operations team, responsible for driving performance, consistency, and execution across a cluster of grocery and retail sites. Building on the L1 and L2 responsibilities, this role focuses on managing multiple sites through a team of Senior Operations Associates and Operations Associates.</p><p>You’ll act as the operational lead for your assigned cluster, ensuring all stores meet performance KPIs, follow standard operating procedures, and deliver exceptional results. This role also plays a key part in scaling new launches, identifying improvement opportunities, and driving strategic projects in collaboration with the central operations team.</p><p>The ideal candidate is an analytical and people-focused operator with strong field experience, leadership ability, and a track record of improving site performance in fast-paced retail or dark-store environments.</p><h3>Thenbsp;Rolenbsp;andnbsp;Responsibilities</h3><p><b>Key Responsibilities</b></p><h3>1. Cluster&Team Leadership</h3><ul><li>Oversee a cluster of multiple sites, managing and mentoring Senior Operations Associates and Operations Associates to deliver strong performance outcomes.</li><li>Conduct regular performance reviews, set clear goals, and provide ongoing coaching, recognition, and feedback.</li><li>Develop team capability through structured training, field coaching, and performance management.</li><li>Ensure consistent communication and alignment across sites under your cluster.</li></ul><h3>2. Performance Management&Optimization</h3><ul><li>Monitor and analyze key operational KPIs including B10s, picking accuracy, IUNS, rejection rates, and cancellations.</li><li>Identify performance gaps and root causes, implementing data-driven action plans to improve results.</li><li>Ensure operational consistency and adherence to Deliveroo standards across all assigned locations.</li><li>Drive initiatives to enhance picker performance, site productivity, and customer satisfaction.</li></ul><h3>3. Operational Excellence&Audits</h3><ul><li>Conduct regular operational audits and store walkthroughs to assess compliance with SOPs and quality standards.</li><li>Identify opportunities to improve process efficiency, reduce rejections, and enhance picking accuracy.</li><li>Troubleshoot systemic or recurring issues and coordinate with cross-functional teams to implement sustainable solutions.</li><li>Ensure new launches within your cluster are well-prepared in terms of staffing, training, and readiness.</li></ul><h3>4. Stakeholder&Project Management</h3><ul><li>Act as the primary point of contact for store and partner management teams across your cluster.</li><li>Collaborate with Supply Chain, Partner Management, and Central Ops to resolve escalations quickly and effectively.</li><li>Lead local rollouts of new operational processes or initiatives, ensuring clear communication and adoption across your sites.</li><li>Support the Operations Manager on strategic projects focused on scaling performance, efficiency, and capability.</li></ul><h3>5. Reporting&Strategic Contribution</h3><ul><li>Consolidate cluster-level reports on KPIs, insights, and progress against targets for WBR and MBR reviews.</li><li>Present site performance data and improvement plans to Area and Regional Managers.</li><li>Contribute to strategic discussions by providing ground-level insights and recommendations for process optimization.</li></ul><h3>Requirements</h3><ul><li>3–4 years of experience in grocery, retail, or last-mile operations, with a proven record managing multi-site operations.</li><li>Experience leading Senior Associates or Team Leads and developing high-performing teams.</li><li>Strong understanding of grocery operations metrics (B10s, accuracy, IUNS, rejections, cancellations, etc.).</li><li>Excellent analytical and problem-solving skills with the ability to interpret data and act on insights.</li><li>Strong stakeholder management and communication skills (wri