Senior Operations Associate - Grocery

Job Description

About Deliveroo

Deliveroo is on a mission to change the way people shop and eat. We want to be the platform that customers turn to when they think about food and groceries. As part of our rapidly growing On-Demand Grocery (ODG) business, we partner with leading grocery retailers across the UAE to bring customers what they need in as little as 15 minutes — from last-minute dinner ingredients to household essentials.

We’re continuously innovating, scaling operations, and building world-class teams to ensure exceptional accuracy, speed, and service across our growing network of picker-operated sites.

The Role

The Senior Operations Associate plays a key role in managing daily operations across multiple grocery and retail sites. Building on the Associate responsibilities, this role adds a layer of leadership and strategic accountability — overseeing site-level execution, developing Operations Associates, and ensuring consistent operational excellence across all assigned partners. The ideal candidate is hands-on, detail-oriented, and data-driven, with strong people management and problem-solving skills. This role requires time on-ground across stores, providing guidance, training, and performance tracking, while working closely with central and partner management teams.

Key Responsibilities

1. Team Leadership & Performance Management

• Lead and develop a team of Operations Associates, providing coaching, feedback, and regular performance reviews.

• Monitor site KPIs (B10s, picking accuracy, fulfillment rates, cancellations) and ensure action plans are in place to meet targets.

• Recognize strong performance and address underperformance through clear guidance and follow-ups.

• Foster a culture of accountability, continuous learning, and high performance across the field team.

2. Operational Oversight

• Oversee daily store operations across multiple locations, ensuring compliance with Deliveroo SOPs and service standards.

• Conduct regular site visits to monitor store performance, identify operational issues, and support quick resolution.

• Ensure pickers and Associates follow substitution, picking, and fulfillment processes accurately and consistently.

• Identify training needs, process gaps, and resource requirements, escalating where necessary.

3. Audits & Action Planning

• Conduct regular operational audits across sites to identify inefficiencies and risks.

• Develop site-specific action plans in collaboration with Associates, store teams, and central operations.

• Implement corrective measures to drive performance improvements and reduce operational errors.

4. Reporting & Stakeholder Management

• Act as the main point of contact for site-level escalations and operational issues.

• Prepare weekly and monthly reports summarizing site performance, insights, and KPI trends.

• Communicate clearly with internal stakeholders (Central Ops, Partner Management, Supply Chain) to ensure alignment and visibility of progress.

5. Data-Driven Improvement & Project Support

• Analyze performance data to identify trends, recurring issues, and areas for improvement.

• Support in the rollout of new operational initiatives, process improvements, and pilot programs across grocery partners.

• Collaborate with central teams on strategic projects aimed at improving site efficiency and picker performance.

Requirements

• 2–3 years’ experience in grocery, retail, or dark-store operations, ideally in a multi-site role.

• Proven experience managing people and driving performance across operational teams.

• Strong analytical and problem-solving skills, with the ability to turn data insights into practical actions.

• Excellent communication skills (written and verbal) and strong stakeholder management ability.

• Proficiency with mobile/tablet tools, dashboards, and basic troubleshooting of store hardware.

• Must have a valid UAE driving license and own transport (fuel allowance provided).

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

Benefits & Perks

• 25 days annual leave + public holidays

• Comprehensive medical insurance

• Annual flight allowance

• Free Deliveroo Plus subscription and partner discounts

• Enhanced maternity & paternity benefits

• Regular team events and social activities

Workplace & Diversity

At Deliveroo, we believe our people are at the heart of everything we do. We’re committed to building a workplace that celebrates diversity and ensures equal opportunities for all. We make no judgments based on gender, race, religion, or background — we value passion, ownership, and the drive to make an impact.

We offer competitive benefits across well-being, financial security, and career growth, helping every member of our team thrive both personally and professionally.