Manager Operations & User Experience

As the region’s leading local tech organization, we’re proud to say that we have been delivering for millions of people right across MENA for the past 18 years.
We were founded in Kuwait in 2004, and acquired by Delivery Hero (DHER) in 2015. This gives us a unique outlook - local knowledge with global expertise. It also allows us to innovate, create, and bring new technologies for the betterment of the MENA region, such as q-commerce, sustainable packaging, cloud kitchens, autonomous delivery vehicles, robots, and drones.
We deliver across 9 countries with more than 4,500+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches.
Our q-commerce concept, talabat mart (121 Stores), now delivers groceries to customers in Bahrain, Iraq, Egypt, Jordan, Kuwait, Oman, Qatar, and the UAE in 30 minutes or less!

talabat is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide

Position Summary:
The Operations & User Experience Manager will play a pivotal role in ensuring
seamless and efficient operations while enhancing the user experience across all experience touchpoints. This role involves overseeing and taking ownership of operational KPIs, managing customer and partner relationships, and implementing initiatives to improve user experience and satisfaction.

The ideal candidate will have a strong background in operations management and user experience, with a proven track record in the eCom or delivery industry.

Key Responsibilities:
Operations Management:

• Monitor and report on Operational key performance indicators (KPIs) relating to Vendors and Customers, identifying areas for improvement and implementing corrective actions.
• Develop and implement strategies and processes to optimize performance, and user experience and satisfaction.
• Automate processes where possible, to improve standardization, compliance and manage overall expenses to talabat.
• Coordinate the implementation of interventions with cross-functional teams, including sales, product and tech, customer support, and logistics, to ensure alignment and collaboration on operational processes.
•  Monitor and escalate product-related issues

Customer Experience (CX) Management:

• Map out and assess the customer journey across verticals and identify pain points
• Develop policies that enhance the customer experience, and monitor compliance
• Develop and monitor processes to improve customer interactions, including customer support, compensation, experience surveys, etc.
• Manage the budget relating to customer compensation and implement processes to limit fraud and system abuse

Vendor Experience (VX) Management:

• Map out and assess vendor journey across verticals and identify pain points
• Be the main point of contact for the Sales team to support on matters relating to the vendor experience (investigations, escalations, etc.)
• Develop high-quality, user-centric solutions which help automate and optimize vendor interactions.
• Implement interventions to limit vendor mistakes, protecting vendors from fraudulent customer behaviours and manage the budget relating to all vendor compensation

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, UX Design, or a related field. Master’s degree preferred.
• Minimum of 5 years of experience in operations management and user experience within the e-commerce or delivery industry.
• Strong understanding of UX principles, methodologies, and tools.
• Proven track record of managing complex projects in a fast-paced, dynamic environment, with cross-functional teams.

Skills:

• Strategic thinking and problem-solving skills.
• Ability to analyze data and make informed decisions.
• Strong project management organizational and multitasking abilities.
• Customer-focused with a dedication to providing exceptional service.
• Attention to detail and commitment to quality.