Rider Operations Manager

Company Overview

This role sits within HungerStation, part of Delivery Hero Group, a global local delivery network focused on making delivery quick, convenient, and reliable. Delivery Hero operates in about 65 countries, is based in Berlin, Germany, and has been listed on the Frankfurt Stock Exchange since 2017 as a member of the MDAX index.

Role Summary

The Rider Operations Manager will oversee rider-facing operations, improve delivery performance, strengthen rider experience, and ensure compliance, efficiency, and service quality across the function. The position also involves managing people, budgets, projects, and stakeholder relationships while supporting the broader division strategy.

Key Accountability Areas

• Build and refine operational processes that improve delivery productivity while keeping rider satisfaction and regulatory compliance in focus.
• Keep day-to-day rider operations running effectively, consistently, and in line with all applicable rules and requirements.
• Oversee rider equipment and uniform management.
• Track operational spending related to rider activities and control costs without reducing service standards.
• Use data and technology to enhance route planning, delivery performance, and overall efficiency.
• Spot opportunities to improve rider operations by introducing better tools and systems.
• Create and maintain KPI dashboards and share regular performance updates, trends, and issue areas with senior leadership.
• Manage the end-to-end rider experience, including rider pay, NPS, churn, early-life-cycle experience, recruitment, onboarding, and training.
• Supervise the rider support and dispatch teams, ensuring SOP adherence and service-level performance.
• Administer rider earnings and cost-per-order through the payment system and incentive programs.
• Oversee rider communication channels and the functionality of the rider app.
• Increase the number of active riders available each day.
• Ensure full compliance with CITC requirements.

Strategy and Planning

• Support the creation and delivery of the division’s ABCs and OKRs, making sure plans are aligned with other function heads.
• Make key decisions that guide both strategic direction and day-to-day execution.
• Develop plans for the assigned teams and provide input that advances division goals and targets.
• Delegate tactical work to emerging leaders to strengthen future succession readiness.
• Monitor OKRs and business metrics closely and take corrective action when needed.

Governance and Resilience

• Work according to all relevant policies, procedures, and processes to keep operations controlled and consistent.
• Contribute ideas for continuous improvement in processes and working methods.
• Help maintain a high-performing environment and reinforce HS values.

People Management

• Set performance goals, support team members, review performance, and provide regular feedback.
• Take part in identifying and hiring key talent for the function.
• Provide clear direction, prioritize work, assign responsibilities, and monitor execution.
• Encourage team members to contribute to innovation, improvement, and knowledge-sharing initiatives.

Budget Management

• Own and manage the budgeting cycle and contribute to budget planning.
• Ensure the function’s budget is used effectively and report progress and challenges accurately.
• Explore and recommend strategies that can create positive financial outcomes for HS.
• Manage reporting teams within budget and keep leadership informed on progress and obstacles.
• Develop approaches that improve financial results while reducing financial and operational risk.

Project Management

• Lead the project management team in organizing and planning divisional or functional projects.
• Direct and monitor projects so that timelines, budget, scope, and quality requirements are met.
• Drive initiatives and growth projects by coordinating the relevant functions for smooth execution.

Stakeholder Relations

• Build and maintain productive relationships with internal and external stakeholders.
• Keep stakeholders informed about relevant actions and decisions taken by HS.

Qualifications and Experience

This position calls for 6 to 8 years of relevant professional experience. Strong communication and interpersonal abilities are essential, along with familiarity with route optimization and tracking tools. Leadership and team management capability is also required. A bachelor’s degree in Business Administration, Logistics, or a related discipline is mandatory. A master’s degree in a relevant field is preferred.

Additional Notes

The role is based in Riyadh, Saudi Arabia and is an onsite contract position.