Head of Rider Experience, Middle East

Head of Rider Experience, Middle East Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drive everything we do. The Middle East markets (UAE and Kuwait) are one of our most dynamic and competitive markets. Functions include commercial, operations, and marketing, and teams in the Middle East partner closely with global functions such as product, technology, and consumer to deliver results for our customers. This role sits within Operations and leads all things Rider Experience. A large and impactful scope that includes Rider community management, Rider communications, several aspects of Rider Performance, Rider Support, and Rider Onboarding. The role entails building, improving, and implementing processes across the areas above, tracking and managing efficiency and effectiveness of how we are performing across a variety of metrics, and finally ensuring that we are able to deliver excellent support to riders across the region. The Role Operating at scale in a hyper-competitive, hyper-growth environment is no easy feat. As such, you'll be faced with some of the most exciting problems across the food tech space. Reporting to the Director of Operations, Middle East, you’ll have a key role in ensuring the success of the logistics network in our Middle East markets. This centers around ensuring that we always have a fleet of highly engaged, highly satisfied, and highly performing riders on our network. Working with stakeholders within Ops to find the right approach through levers like communications, education modules, and rider events. This role is regional, and will be required to build world-class frameworks and systems that are both effective and scalable. The objective is straightforward: build the best systems to ensure riders are able to deliver the best experience for our customers and merchants. You’ll work closely with other members of the Middle East rider operations teams, as well as wider teams within HQ Ops, Product, and Tech to ensure the best possible outcomes for our riders, restaurants, and customers. What You’ll Be Doing Here’s what your day-to-day might look like: - Managing a large team that owns and runs several processes across the scope of the team - Building effective, scalable, and efficient frameworks and systems that can be centralized to manage and track several key metrics across our network - Make recommendations on how to allocate our resources to ensure the best possible outcomes, for instance, managing rider churn to optimal levels to ensure best-in-class service levels - Ensuring the quality and engagement of riders newly onboarded on our network is conducive to our strategy of having best-in-class service levels - Track our key metrics, look for unusual trends in our data, and uncover root causes to ensure that we preserve the health of the network. - Work alongside other members of the Middle East Rider Operations team to ensure that we operate to budget - Provide regular, relevant, concise updates on rider experience to senior business stakeholders. What You'll Need To Thrive Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others: - A high standard of university-level education - 8+ years of experience in program management, consulting, banking, engineering, or a high-growth start-up - Excellent problem-solving skills – experience solving tough, complex problems - An ownership mindset that means you know what is happening in your area of responsibility - Experience managing a multi-functional team - Experience building scalable processes, tools, and structured change methodologies, and therefore enjoying working in a process-driven environment - Strong analytical mindset and comfortable with large data sets - Excellent stakeholder management and communication skills - Comfortable handling multiple workstreams at the same time, working both individually and as part of a team ... (truncated, view full listing at source)