Area Operations Manager UAE

Area Operations Manager, Editions UAE

Why Deliveroo?

When you first think about Deliveroo, you probably think of getting great food to your home in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us. It began with our founder Will, arriving in London in 2013 and finding it almost impossible to order great food, despite the wealth of incredible restaurants in the city. Fast forward many years and we operate in over 13 countries with over 60,000 riders who deliver orders from 80,000 restaurants in over 500 cities worldwide.

We want to become the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We are providing people with limitless access to different cuisines and restaurants, turning cooking from a chore to a choice, and giving people the freedom to eat what they want, when they want, where they want it. We work with riders, restaurants and consumers. We operate one of the most complex three sided marketplaces in the world and we do this in real time. Millions of customers and thousands of restaurants and riders rely on us to match them within milliseconds. The algorithms behind that marketplace are the secret sauce that allow us to deliver our orders in under 30 minutes.

And we’re just getting started...

The scale of the opportunity ahead of us is immense. The global food market is valued at £7.7 trillion but only 1% of it is currently online. Contrast that with the digital disruption of countless other industries - from banking and travel to retail and communications - it’s clear that our journey in the food sector has only just begun. We are already a multi-billion dollar company that is more than doubling in size every year.  Deliveroo came top in the Financial Times’ list of Europe’s fastest growing 1000 companies in 2018, and we were the first company ever to win Deloitte’s ‘UK Top 50’ two years in a row. Yet most of the extraordinary value this company will generate lies ahead of us.

The Role:

Deliveroo Editions are bespoke, delivery only, kitchens designed to host a locally curated selection of restaurants across the globe, and we have big plans for more of the same. As an Editions Area Operations Manager, you will report into the Head of Site Operations and lead the Site Operations Team in your area by working closely with your team of Site Managers. A site team typically consists of 6 team members. You are expected to spend 80% of your time on sites. A driver’s license and car will be required.

You will have full accountability for your area’s PnL and its operational KPIs as well as be held responsible for team development, morale and achieving the highest possible compliance scores. You will need to ensure that the onboarding, offboarding, and flipping of restaurant partners goes as efficiently as possible throughout the kitchens in your area. It will be key to effectively manage multiple stakeholders in a high pressure environment.

In summary you will be expected to:

• Lead with the Deliveroo values and ensure your teams follow suit. 
• Demonstrate operational excellence by meeting operational KPI targets for App Rating, AOD, Prep Time (mins & accuracy), and B10 performance (Overall, Unacceptable Lates, Missing Items, Cancellations, Rejections)
• Maintain good relations to uphold Deliveroo’s positive reputation with external parties such as neighbours, landlords, contractors, etc.
• Achieve the highest possible regulatory scores (“A” for a DM inspection in Dubai) and maintain favourable relations with the local inspectors
• Achieve financial budgets in Site OpEx and Site labour for your AOR. Demonstrate frugality. Minimize the need for CapEx spending.
• Ensure sites are well maintained to reduce the need for repair works and safeguard Editions 

• Support and improve our restaurant partner’s kitchen metrics & ops efficiencies
• Liaise with your various counterparts in Commercial,  Account management, and Rider Operations teams to improve overall operational performance and drive the success of the Editions proposition in your market. This includes supporting the Commercial teams in their endeavours to drive new GMV across Editions by launching various commercial campaigns and new revenue streams such as partnerships or ancillary products
• Have a firm grip on contractors to ensure agreed works such as kitchen flips or new site builds are being completed on time.
• Prepare presentations and present to various stakeholders throughout the business

You will be tasked with:

Ensuring all sites are fully functional at all times through your team of Site Managers and the wider Editions Site Operations Team. Whether it’s supporting the execution of day to day matters such as maintenance issues, health and safety standards, food hygiene and safety or supporting our Restaurant Partners in delivering maximal operational efficiency, through labor costs, stock control and service/prep time. You will be the lead on training, development and progression of the Site Operations Team in all areas as well as bearing responsibility for recruitment of new Editions Site Team members and the successful launch of new Editions sites in your market on an ongoing basis. Managing conflicting points of view, operational and logistical challenges and dealing with multiple situations regarding service standards at any one time when going about your daily role, you will have a cool head when things don’t go according to plan. You are always friendly, great at problem solving, highly organised, as you will be working alongside a team of Managers, Chefs, Riders, as well as influencing upwards to deliver your goals. You are full of energy as the role has demanding hours, and can handle lots of data while multitasking.

Requirements:

• Minimum of 4 years experience in a fast paced hospitality environment, whether this be contract catering, operations, event management or restaurant experience.
• Experience in leading a team of more than 10 individuals. Can demonstrate excellent communication skills with exceptional attention to detail.
• Experience in recruiting, training, and developing  team members as well as succession planning. 
• Highly organized individual with the ability to apply project management skills to tackle various challenges.
• A good understanding and track record in managing and influencing the P&L performance of your business.
• Tech savvy and good with numbers. Comfortable using data to inform your decisions and being able to illustrate your point with technical information.
• Deliveroo is a weekend and late night company in the hospitality industry, whilst the working hours of this role do not follow a shift pattern, you will be the country lead for Editions Site operations, so the buck stops with you. There will be occasions where you will be working evenings and weekends, although with your hospitality industry background, this won’t be a new situation, it is accurate to say that Friday & Saturday evenings are our busiest times of the week.
• Physically demanding, this is a ‘hands-on when it matters role’ you will be in your sites working alongside your teams.. You simply will not be able to see the realities of the daily ops  challenges facing the Site Operations Team from behind a desk.
• Comfortable in dealing with very challenging and demanding personalities such as dream brand restaurant partners, local authorities, etc.
• ‘Can do, never give up’ attitude and the desire to grow and succeed with one of the world's fastest growing food-tech companies.
• Must be fluent in English. Ability to speak Arabic is ideal.

Benefits:

• 25 days of Annual Holiday Leave
• Work visa 
• Comprehensive medical insurance (for employee only)
• Annual home flight tickets (for employee only)
• Free Deliveroo Plus - Free delivery and access to special offers
• Maternity & Paternity benefits
• End of year parties & regular social events
• An extremely fun team to work alongside!

Life at Deliveroo:

We are a growing team, with very large impact, seeking to answer some of the most interesting questions out there. We move fast, we’re always looking for new ideas and we’re very transparent about the decisions we make and why we make them. There are so many questions we need to answer and plenty more we haven’t even encountered. How do data and technology help restaurants to grow as consumer habits change? How can we predict what someone wants to order for dinner long before the idea has even crossed their mind? At Deliveroo these are just some of the tough problems we are solving - and there is no challenge that cannot be yours. No solution is owned by a particular team, which means the scope for growth and personal impact is enormous.

Benefits and Diversity:

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. In 2018 we announced our decision to give every employee equity in the company. We did this because we wanted all of our employees, regardless of location, level or role to be owners and because we believe that this is the right thing to do. We believe this helps build a culture where everyone is committed and able to share in the company’s success. 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. All you need is a passion for (most) food and a desire to be part of one of the fastest growing start-up’s around.