Senior Operations Manager Rider Performance

LocationDubai - Main OfficeEmployment TypeFull timeLocation TypeHybridDepartmentDeliveroo Cost Center HierarchyCOOUAEDelivery Operations MEDelivery Operations MEAbout the teamThe Middle East markets (UAE, Qatar, Kuwait) are one of our most dynamic and competitive markets. Functions include commercial, operations and marketing, and teams in the Middle East partner closely with global functions such as product, technology and consumer to deliver results for our customers.This role sits within Operations and is responsible for tracking, analysing, and building frameworks and processes to ensure that rider performance in the region is at optimal levels and riders are helped to earn optimally. Rider performance consists of a wide range of inputs and levers which can be used to achieve this.About the roleOperating at scale in a hyper-competitive, hyper-growth environment is no easy feat. As such, you'll be faced with some of the most exciting problems across the food tech space. Reporting to the Director of Operations, Middle East, you’ll have a key role in ensuring the success of the logistics network in our Middle East markets. This centres around ensuring that we always have the best performing riders on the road, working with stakeholders within Ops to find the right approach through levers like communications, incentivization and others. This role is regional, and will be required to build world-class frameworks and systems that are both effective and scalable. The objective is straightforward: build the best systems to ensure riders are able to deliver the best experience for our customers and merchants.You’ll work closely with other members of the Middle East rider operations teams, as well as wider teams within HQ Ops, Product and Tech to ensure the best possible outcomes for our riders, restaurants and customers.What you’ll be doingBuilding effective, scalable and efficient frameworks and systems that can be centralised to manage rider performance across the Middle EastMake recommendations on how to allocate our resources to ensure the best possible outcomes, for instance, an incentive strategy designed to tackle a specific rider performance problem.Track our key metrics, look for unusual trends in our data and uncover root causes to ensure that we preserve the health of the network.Work alongside other members of the Middle East Rider Operations team to ensure that we operate to budgetProvide regular, relevant, concise updates on rider performance to wider business stakeholders.RequirementsA high standard of university-level education6+ years of experience in data analytics, program management, consulting, banking, engineering or a high-growth start up.Excellent problem-solving skills – experience solving tough, complex problems.An ownership mindset that means you know what is happening in your area of responsibility, and a curiosity to uncover and diagnose unusual outcomes.Experience building scalable processes, tools and structured change methodologies, and therefore enjoying working in a process-driven environment.Strong analytical mindset and comfortable with large data sets (experience with SQL, Python).Excellent stakeholder management and communication skills.Comfortable handling multiple workstreams at the same time, working both individually and as part of a teamWhy DeliverooOur mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.Workplace & BenefitsAt Deliveroo, we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific; please ask your recruiter for more information.DiversityAt Deliveroo, 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 judgment 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 businesses in a rapidly growing industry.We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise