Senior Operations Associate - Grocery

Our Global Structure

Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team.

Location: Dubai, UAE

Working pattern: Onsite | Full-time | Shift-based (40 hours per week)

About Deliveroo

Deliveroo is on a mission to change the way people shop and eat. We want to be the platform that customers turn to when they think about food and groceries. As part of our rapidly growing On-Demand Grocery (ODG) business, we partner with leading grocery retailers across the UAE to bring customers what they need in as little as 15 minutes — from last-minute dinner ingredients to household essentials.

We’re continuously innovating, scaling operations, and building world-class teams to ensure exceptional accuracy, speed, and service across our growing network of picker-operated sites.

The Role

The Senior Operations Associate plays a key role in managing daily operations across multiple grocery and retail sites. Building on the Associate responsibilities, this role adds a layer of leadership and strategic accountability — overseeing site-level execution, developing Operations Associates, and ensuring consistent operational excellence across all assigned partners.

The ideal candidate is hands-on, detail-oriented, and data-driven, with strong people management and problem-solving skills. This role requires time on-ground across stores, providing guidance, training, and performance tracking, while working closely with central and partner management teams.

Key Responsibilities

1. Team Leadership & Performance Management

Lead and develop a team of Operations Associates, providing coaching, feedback, and regular performance reviews.

Monitor site KPIs (B10s, picking accuracy, fulfillment rates, cancellations) and ensure action plans are in place to meet targets.

Recognize strong performance and address underperformance through clear guidance and follow-ups.

Foster a culture of accountability, continuous learning, and high performance across the field team.

2. Operational Oversight

Oversee daily store operations across multiple locations, ensuring compliance with Deliveroo SOPs and service standards.

Conduct regular site visits to monitor store performance, identify operational issues, and support quick resolution.

Ensure pickers and Associates follow substitution, picking, and fulfillment processes accurately and consistently.

Identify training needs, process gaps, and resource requirements, escalating where necessary.

3. Audits & Action Planning

Conduct regular operational audits across sites to identify inefficiencies and risks.

Develop site-specific action plans in collaboration with Associates, store teams, and central operations.

Implement corrective measures to drive performance improvements and reduce operational errors.

4. Reporting & Stakeholder Management

Act as the main point of contact for site-level escalations and operational issues.

Prepare weekly and monthly reports summarizing site performance, insights, and KPI trends.

Communicate clearly with internal stakeholders (Central Ops, Partner Management, Supply Chain) to ensure alignment and visibility of progress.

5. Data-Driven Improvement & Project Support

Analyze performance data to identify trends, recurring issues, and areas for improvement.

Support in the rollout of new operational initiatives, process improvements, and pilot programs across grocery partners.

Collaborate with central teams on strategic projects aimed at improving site efficiency and picker performance.

Requirements

2–3 years’ experience in grocery, retail, or dark-store operations, ideally in a multi-site role.

Proven experience managing people and driving performance across operational teams.

Strong analytical and problem-solving skills, with the ability to turn data insights into practical actions.

Excellent communication skills (written and verbal) and strong stakeholder management ability.

Proficiency with mobile/tablet tools, dashboards, and basic troubleshooting of store hardware.

Must have a valid UAE driving license and own transport (fuel allowance provided).

Comfortable working in a fast-paced, field-based environment across multiple store locations.

Benefits & Perks

25 days annual leave + public holidays

Comprehensive medical insurance

Annual flight allowance

Free Deliveroo Plus subscription and partner discounts

Enhanced maternity & paternity benefits

Regular team events and social activities

Diversity, Equity and Inclusion

At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong.

We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.

If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.

If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!

Beware of recruitment scams: DASH Brands will never ask you to pay money or share sensitive financial information during hiring — learn more about DASH Brands' legitimate recruiting process at careersatdoordash.com/recruitment-scam-awareness .