Key Responsibilities

1. Operational Strategy & Execution

• Develop and execute the company’s operational strategy aligned with growth targets and profitability goals.

• Oversee end-to-end marketplace operations including logistics, fulfillment, and customer service.

• Lead expansion strategy across cities and new verticals (e.g., quick commerce, care products, gifting).

• Drive operational KPIs including order fulfillment time, delivery success rate, cost per order, and NPS.

2. Logistics & Supply Chain Optimization

• Optimize fleet management (in-house and third-party riders).

• Improve routing efficiency and last-mile delivery performance.

• Oversee dark stores and inventory management (if applicable).

• Implement scalable SOPs and automation initiatives.

3. Merchant & Partner Operations

• Strengthen relationships with premium restaurant partners.

• Ensure high service-level agreements (SLAs) and partner performance metrics.

• Collaborate with commercial teams to improve merchant onboarding and retention.

4. Customer Experience Excellence

• Enhance end-to-end customer journey.

• Reduce complaints, cancellations, and refund ratios.

• Leverage data analytics to improve service reliability and satisfaction.

5. Financial & Performance Management

• Own operational P&L and cost optimization initiatives.

• Drive margin improvement strategies.

• Monitor unit economics and operational scalability metrics.

6. Leadership & Organizational Development

• Lead cross-functional teams (Operations, Logistics, CX, Supply Chain).

• Build a high-performance culture focused on accountability and data-driven decisions.

• Partner with CEO and board on strategic planning and execution.

Qualifications

• 10–15+ years of leadership experience in operations, preferably in food delivery, e-commerce, logistics, or marketplace platforms.

• Proven experience scaling high-growth tech-enabled businesses.

• Strong P&L management and cost optimization expertise.

• Deep understanding of last-mile logistics and marketplace economics.

• Experience within GCC/Saudi market preferred.

• Bachelor’s degree required; MBA preferred.

Key Competencies

• Strategic thinker with execution focus

• Data-driven decision maker

• Strong leadership and stakeholder management

• Change management expertise

• High adaptability in fast-paced environments