Deliveroo

ODC Area Manager

Deliveroo

full-time

Posted on:

Location Type: Hybrid

Location: Dubai • United Arab Emirates

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About the role

  • Create and implement systems to drive performance across ODC
  • Lead and manage the dedicated Live Operations and Retail team, providing remote operational support for third-party ODC/ODG partners and driving performance improvements across the retail vertical.
  • Take direct accountability for driving customer experience across retail partners by implementing, monitoring, and optimizing operational workflows, SOPs, and escalation processes.
  • Own the relationship and strategic alignment with the Commercial Retail Team, translating commercial goals into operational priorities and driving joint initiatives across third-party (3P) operations.
  • Lead and execute strategic projects and initiatives in the retail space, including seasonal activations like Valentine's Day, ensuring operational readiness, successful execution, and post-launch analysis.
  • Design and scale operational frameworks and SOPs for Live Ops and Retail, focusing on service quality, efficiency, and customer satisfaction metrics.
  • Drive root cause analysis and incident management for SLA breaches, Rejections, and operational failures—ensuring timely corrective actions and robust long-term solutions.
  • Ensure third-party partners meet all service level agreements (SLAs), key performance indicators (KPIs), and contractual compliance standards.
  • Collaborate cross-functionally with Tech, Product, and Partner teams to optimize order flows, conversion, availability, and accuracy for retail categories.
  • Manage vendor onboarding and integration processes, including stock file syncing, tech integrations, and partner system alignment.
  • Implement dashboards and analytics tools to monitor key performance drivers: order accuracy, availability, Rejections (CxL), and overall team productivity.
  • Support regional knowledge sharing and the scaling of best practices across different markets.Design and scale operational workflows, SOPs, picker performance frameworks, escalation processes, and incentive/coaching models.

Requirements

  • Strong leadership and team management skills
  • Strong analytical skills and a data driven approach
  • Experience in a management position in Grocery or Retail
  • Hands-on mentality
  • Experience in operations management within a fast-paced environment
  • Good communication skills and a good proficiency in both written and spoken English
  • Proven ability to manage multiple sites and large teams
  • Excellent organizational and problem-solving abilities
  • Data-driven decision-making capability
  • Ability to motivate and develop a high-performing team
  • Ability to work on 12 month plans to achieve strategic initiatives, delegating where necessary
  • Knowledge of grocery retail operations and inventory management
  • Strong understanding of health and safety regulations
  • Experience with performance management and setting KPIs.
Benefits
  • A wide range of competitive benefits in areas including health, family, finance, community, convenience, growth and relocation.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
operations managementperformance managementdata analysisinventory managementSOP designroot cause analysisincident managementdashboard implementationKPI settingstrategic project execution
Soft Skills
leadershipteam managementanalytical skillscommunication skillsorganizational abilitiesproblem-solvingmotivational skillsdelegationcollaborationcustomer experience focus