Coordinator Rider Ground Ops

Company Description

Talabat is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Support day-to-day fleet operations at the zone level by monitoring performance, resolving rider issues, and ensuring efficient live operations. Act as the primary link between riders, dispatch, and fleet partners on the ground.

• Monitor live operations to ensure optimal performance across the city/zone.
• Track and assess rider performance on a city/zone level.
• Manage walk-in queries from riders.
• Liaise with fleet partners to ensure smooth communication.
• Assist dispatchers with rider-related communication.
• Conduct audits of fleet appearance and rider behavior through on-ground visits and stay updated with field insights.
• Facilitate feedback loops between riders and management.
• Resolve queries and escalations from internal and external stakeholders.
• Oversee zonal performance and take corrective actions (Warning, Suspension, Termination) against low-performing riders.
• Investigate rider-related issues raised by customers or vendors.
• Perform ad hoc tasks as requested by the line manager.

• Bachelor’s Degree
• 1-2 years of experience in the food/grocery tech industry is highly preferred.

• Ability to multitask and work effectively in a fast-paced environment.
• Proficient in Google Suite.
• Strong communication skills, both written and verbal. English and Urdu is a must. Arabic is a plus.
• Problem-solving skills and a proactive approach to identifying and addressing operational challenges.
• UAE Driving License is a must.