Coordinator Rider On Ground Operations

About the Company

Talabat, a member of the Delivery Hero Group, is a premier local delivery platform committed to delivering a seamless and speedy experience right to your doorstep. Operating in approximately 65 countries and headquartered in Berlin, Germany, Delivery Hero is publicly traded on the Frankfurt Stock Exchange under the MDAX index since 2017.

Job Role Overview

The Coordinator Rider On Ground Operations will play a crucial role in supporting daily fleet operations within assigned zones. This includes overseeing rider performance, handling on-ground issues, and serving as the bridge between riders, dispatch teams, and fleet partners to ensure smooth operational flow.

Key Responsibilities

• Monitor real-time operations to maintain high performance across the city or specific zones.
• Evaluate rider performance metrics at the zonal and city-wide levels.
• Address walk-in rider inquiries promptly and effectively.
• Maintain active communication with fleet partners for operational alignment.
• Support dispatch teams by managing rider-related communications.
• Conduct on-site audits to assess fleet condition and rider conduct, keeping updated with field observations.
• Establish and manage feedback loops between riders and management teams.
• Handle escalations and queries from both internal departments and external stakeholders.
• Monitor zonal rider performance and implement corrective measures including warnings, suspensions, and terminations when necessary.
• Investigate rider-related complaints raised by customers or vendors thoroughly.
• Carry out additional duties as assigned by supervisors.

Qualifications and Experience

• Bachelor’s degree is required.
• 1 to 2 years’ experience in the food or grocery technology sector is strongly preferred.

Skills and Competencies

• Capability to manage multiple tasks efficiently in a dynamic, fast-paced environment.
• Proficiency with Google Suite applications.
• Excellent verbal and written communication skills in both English and Arabic.
• Strong problem-solving abilities with a proactive mindset to tackle operational challenges.
• Possession of a valid UAE Driving License is mandatory.