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Senior New Verticals Operations Specialist



Kuwait City, Kuwait
Posted on Friday, July 5, 2024


We are seeking a dedicated and detail-oriented Senior ODG & Retail Operations Specialist to join our team. This role is crucial in ensuring the smooth operation and efficiency of our On-Demand Grocery (ODG) and Retail functions. The ideal candidate will focus on all aspects of operations, from monitoring key performance indicators to training staff and managing content. This position requires strong organisational skills, operational expertise, and a commitment to excellence. You will report to the On Demand Convenience Lead and you will be based in our Kuwait office where we are operating on a hybrid model where you will come into the office at least 3 days a week.


  • Operational Monitoring: Check and analyse B10 metrics daily, including OMDNR %, Cancellation %, Rejections %, 5+ Late %, 10+ Late %, 15+ Late %, Missing Items %, Spoiled Food %, Amended Orders %, and Opening Hours %.

  • Staff Training: Train all pickers on the use of the picking app and devices, ensuring they are knowledgeable and efficient in their tasks.

  • Presentation Standards: Ensure pickers are well-dressed and professionally presented across all partner stores.

  • Partner Onboarding: Oversee the onboarding process for new partners, ensuring a seamless integration into the Deliveroo platform.

  • Content Management: Collaborate with the ODC associates to ensure content such as images, descriptions, and other relevant details are accurately managed and updated.

  • Operational Excellence: Identify areas for operational improvements and implement best practices to enhance efficiency and service quality.

  • Quality Assurance: Conduct regular audits and quality checks to ensure adherence to operational standards and guidelines.

  • Communication: Maintain clear and effective communication with partners, pickers, and internal teams to ensure smooth operations.

  • Issue Resolution: Address and resolve any operational issues or concerns promptly and effectively.

  • Reporting: Prepare and present regular reports on operational performance, highlighting key insights and recommendations for improvement.


  • Bachelor's degree in Business, Operations Management, or a related field.

  • 3+ years of experience in operations management, preferably in the grocery or retail industry.

  • Strong analytical skills with the ability to interpret and act on operational data.

  • Excellent training and development skills.

  • Exceptional organisational and time management abilities.

  • Strong attention to detail and commitment to quality.

  • Excellent communication and interpersonal skills.

  • Ability to work independently and handle multiple tasks simultaneously.

  • Proficiency in using operational software and tools.


  • Competitive salary and performance-based bonuses.

  • Comprehensive health insurance.

  • Opportunities for career growth and development.

  • A vibrant and inclusive work environment.

Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.


At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.

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