Operations Specialist - Grocery

Job Description

About Deliveroo

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. 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 fulfil.

The Role

The Operations Specialist 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.

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.

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.

Key Responsibilities

1. Cluster & Team Leadership

• Oversee a cluster of multiple sites, managing and mentoring Senior Operations Associates and Operations Associates to deliver strong performance outcomes.

• Conduct regular performance reviews, set clear goals, and provide ongoing coaching, recognition, and feedback.

• Develop team capability through structured training, field coaching, and performance management.

• Ensure consistent communication and alignment across sites under your cluster.

2. Performance Management & Optimization

• Monitor and analyze key operational KPIs including B10s, picking accuracy, IUNS, rejection rates, and cancellations.

• Identify performance gaps and root causes, implementing data-driven action plans to improve results.

• Ensure operational consistency and adherence to Deliveroo standards across all assigned locations.

• Drive initiatives to enhance picker performance, site productivity, and customer satisfaction.

3. Operational Excellence & Audits

• Conduct regular operational audits and store walkthroughs to assess compliance with SOPs and quality standards.

• Identify opportunities to improve process efficiency, reduce rejections, and enhance picking accuracy.

• Troubleshoot systemic or recurring issues and coordinate with cross-functional teams to implement sustainable solutions.

• Ensure new launches within your cluster are well-prepared in terms of staffing, training, and readiness.

4. Stakeholder & Project Management

• Act as the primary point of contact for store and partner management teams across your cluster.

• Collaborate with Supply Chain, Partner Management, and Central Ops to resolve escalations quickly and effectively.

• Lead local rollouts of new operational processes or initiatives, ensuring clear communication and adoption across your sites.

• Support the Operations Manager on strategic projects focused on scaling performance, efficiency, and capability.

5. Reporting & Strategic Contribution

• Consolidate cluster-level reports on KPIs, insights, and progress against targets for WBR and MBR reviews.

• Present site performance data and improvement plans to Area and Regional Managers.

• Contribute to strategic discussions by providing ground-level insights and recommendations for process optimization.

Requirements

• 3–4 years of experience in grocery, retail, or last-mile operations, with a proven record managing multi-site operations.

• Experience leading Senior Associates or Team Leads and developing high-performing teams.

• Strong understanding of grocery operations metrics (B10s, accuracy, IUNS, rejections, cancellations, etc.).

• Excellent analytical and problem-solving skills with the ability to interpret data and act on insights.

• Strong stakeholder management and communication skills (written and verbal).

• Proficient in mobile/tablet applications, dashboards, and operational reporting tools.

• Valid UAE driving license and own transport (fuel allowance provided).

• Comfortable working in a fast-paced, field-based environment across multiple locations.
  

Benefits & Perks

• 25 days annual leave + public holidays

• Comprehensive medical insurance

• Annual flight allowance

• Free Deliveroo Plus & partner discounts

• Enhanced maternity and paternity benefits

• Regular team events and social activities

Workplace & Diversity

At Deliveroo, our people are at the heart of everything we do. We believe diverse teams make stronger companies, and we’re committed to fostering a culture where everyone can thrive.

We make no judgment based on gender, race, religion, or background — what matters is passion, drive, and impact. We offer competitive benefits supporting health, well-being, and career development, helping every team member succeed both personally and professionally.