Delivery Experience Manager

3 days ago

Riyadh, Ar Riyāḑ, Saudi Arabia Talent 360 Full time


Talent 360 is hiring Delivery Experience Manager for one of its clients

Expected Job Role 

  • Lead and manage teams that directly affect delivery experience, including:
  • Live Operations Lead & their team: overseeing real‐time delivery operations, monitoring performance, intervening in incidents.
  • Supply & Demand Planning: ensuring the right number of couriers are acquired, scheduled, available in the right locations to meet order demand; forecasting demand; balancing courier supply levels to avoid slack or overload.
  • Courier Training & Acquisition Officer: overseeing recruitment, onboarding, training (including service standards, customer interaction, appearance, safety), retention of couriers.
  • Develop and implement delivery service quality standards and metrics: delivery time, order accuracy, courier appearance & behavior, customer satisfaction, handling of complaints/incidents, safety & hygiene standards.
  • Create, maintain, and continuously improve SOPs, guidelines, policies for courier performance, appearance, training, discipline, and operations.
  • Monitor live dashboards / KPIs for delivery operations: order lead time, late deliveries, cancellations, courier utilization, customer feedback
  • Ensure operational efficiency and cost control: optimize courier usage, reduce delivery times, minimize dead miles, optimize routing and assignment.
  • Handle escalations from customers or operations, investigate root causes of failures, propose and implement remediation.
  • Manage budgets for courier acquisition, incentives, training programs, operations support.
  • Ensure compliance with Saudi regulatory requirements related to labor, safety, food safety, hygiene, vehicle and local licensing.

Qualifications

  • 5‐10 years of experience in operations, delivery, logistics, preferably experience in food delivery
  • Strong track record in managing live operations (real time monitoring, incident management), as well as supply & demand planning.
  • Experience in courier recruitment, onboarding, training, and operational standards enforcement.
  • Good understanding of forecasting methods; ability to use data to predict demand, plan capacity, schedule resources.
  • Familiarity with technology tools for delivery operations: dashboards, routing and assignment systems, tracking, metrics collection, courier management platforms.
  • Knowledge of Saudi (or GCC) regulations related to workforce (couriers), safety, hygiene, and food delivery regulations

Working Conditions

  • Location: Riyadh
  • From Saturday to Wednesday 10:00AM to 6:00PM
  • Weekends: Thursday & Friday.


Experience Level:
Managerial
 
Sub Department:
Logistics

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