Operations Manager; Food Operations

The Operations Manager (Food Operations) owns end-to-end food delivery service quality across the platform, specifically driving ETA promise accuracy, minimizing lateness, and reducing order cancellations. Since most operational levers sit within partner teams (Logistics, Product, Commerce, and Supply), this role operates through rigorous data-driven diagnosis, cross-functional prioritization, and strategic influence rather than direct operational control. Leading a direct team of 6 compliance specialists, the Operations Manager translates high-level service quality targets into actionable initiative portfolios, robust supply-hour requirements, and sustainable marketplace growth.

• Own the daily monitoring, weekly review, and detailed root-cause analysis of food delivery metrics across key drivers (prep time, handover timer, distance, zone dynamics, and supply levels).
• Maintain end-to-end accountability for stream targets, including order volume growth (OPU), Mashallah (perfect) order rate, on-time delivery, cancellation rate, and short-distance speed SLAs.
• Act as the primary escalation point for all cross-functional lateness, cancellation, and delivery quality issues.

• Manage and execute the strategic initiative portfolio: adjust ETA promises, eliminate merchant/zone inefficiencies, speed up merchant dispatch, and tune courier product features.
• Size initiative impacts, assign functional owners, define explicit deadlines, and evaluate pilot results before granting go/no-go approval for full production rollout.
• Collaborate with the Vertical Profitability Manager to establish and enforce strict quality guardrails (TDT, contact rate, lateness, cancellations) for profitability initiatives such as order bundling.

• Logistics & Product Alignment:
  Work with Logistics Algorithms and Product teams to adjust ETA/DPT accuracy, conduct elasticity tests, manage promotion-day promise adjustments, and enhance courier tools.
• Commerce & Merchant Quality:
  Partner with Commerce to reduce vendor prep and handover delays, adjust dispatch fitting for complex locations, and enforce merchant quality standards.
• Supply & Fleet Management:
  Translate service quality targets into precise supply-hour requirements for the Supply Team to drive full-timer (FT) courier acquisition and fleet capacity.

• Directly manage, coach, and guide a direct team of 6 Compliance specialists based in Pakistan.
• Set clear individual performance targets, oversee daily audit workflows, and ensure team alignment with overarching platform quality goals.

• Day 30 (Diagnostics):
  Complete diagnostic mapping of lateness and cancellation drivers; build comprehensive KPI baselines and size/prioritize the initiative portfolio.
• Day 60 (Pilots):
  Launch 2–3 live pilots across Logistics, Product, and Commerce; establish weekly cross-functional governance cadences and finalize quality guardrails.
• Day 90 (Production Rollout):
  Evaluate pilots via go/no-go decisions, transition successful initiatives into production with defined owners and deadlines, and lock in long-term stream targets.

• Experience:
  
  5+ years (or 3+ years for strong Middle candidate) in operations, logistics, or marketplace management within on-demand delivery, quick commerce, ride-hailing, or top-tier management consulting.
• Track Record:
  Proven record of measurably driving core operational metrics (on-time performance, cancellation reduction, ETA promise accuracy).
• Analytical Expertise:
  Strong capability in data analysis, dashboard building, root-cause investigation, and A/B test design/interpretation. Proficiency in SQL, Python, or Tableau/BI tools is highly advantageous.
• Stakeholder Influence:
  Exceptional cross-functional project coordination and communication skills; ability to deliver outcomes without direct hierarchical authority.
• Language &
  
  Location:
  
  Fluent English required. Readiness to relocate to Doha, Qatar. GCC market experience and Arabic language proficiency are strong advantages.

• Cross-Functional Influence & Leadership:
  Proven ability to drive outcomes across Logistics, Product, Commerce, and Supply teams without direct organizational authority.
• Data-Driven Problem Solving:
  Continuous monitoring, order-level…