Job Description

Roles & Responsibilities

What's On Your Plate?

• Own and monitor market KPIs and SLAs (service levels, cost, efficiency, reliability).
• Identify performance gaps proactively and lead initiatives to close them.
• Drive transparency through structured reporting, dashboards, and executive reviews.
• Act as the main point of contact for performance topics with country leadership (MD & DOL).
• Oversee demand forecasting and rider supply planning across all zones, cities, and verticals.
• Ensure optimal rider staffing aligned with demand patterns to maximize utilization and service levels.
• Develop and optimize frameworks for onboarding, retention, and offboarding.
• Own key operational cost metrics, including cost-per-order and efficiency KPIs.
• Drive cost optimization initiatives while maintaining customer experience.
• Provide leadership with clear, data-backed trade-offs between profitability and performance.
• Analyze large and complex datasets to identify trends, root causes, and opportunities.
• Build and maintain dashboards and automated reporting tools.
• Translate insights into clear, actionable recommendations for business and operations teams.
• Own performance management of vendors (restaurants, shops, partners, and any new vertical introduced/ to be introduced by the business).
• Improve key vendor KPIs such as order readiness, on-time delivery, and service consistency.
• Identify and close gaps in vendor coverage to enhance customer experience and efficiency.
• Ensure compliance with operational processes, tools, and standards (e.g., forecasting, staffing models).
• Develop and implement SOPs to standardize operations across verticals.
• Institutionalize best practices and scale successful initiatives to share best practice across the region for greater benefit.
• Lead high-impact initiatives (e.g., batching, dynamic pricing inputs, segmentation, mobility pilots).
• Test, iterate, and scale innovations that improve logistics performance.
• Partner with senior leadership on long-term strategic bets.
• Collaborate with Commercial, Finance, Product, Marketing, and PR teams to drive performance.
• Act as a strategic partner to leadership, influencing decisions with data and insights.
• Represent Kuwait - when/if needed - in cross-market forums and drive alignment on performance standards.

Desired Candidate Profile

Qualifications

What's On Your Plate?

• Own and monitor market KPIs and SLAs (service levels, cost, efficiency, reliability).
• Identify performance gaps proactively and lead initiatives to close them.
• Drive transparency through structured reporting, dashboards, and executive reviews.
• Act as the main point of contact for performance topics with country leadership (MD & DOL).
• Oversee demand forecasting and rider supply planning across all zones, cities, and verticals.
• Ensure optimal rider staffing aligned with demand patterns to maximize utilization and service levels.
• Develop and optimize frameworks for onboarding, retention, and offboarding.
• Own key operational cost metrics, including cost-per-order and efficiency KPIs.
• Drive cost optimization initiatives while maintaining customer experience.
• Provide leadership with clear, data-backed trade-offs between profitability and performance.
• Analyze large and complex datasets to identify trends, root causes, and opportunities.
• Build and maintain dashboards and automated reporting tools.
• Translate insights into clear, actionable recommendations for business and operations teams.
• Own performance management of vendors (restaurants, shops, partners, and any new vertical introduced/ to be introduced by the business).
• Improve key vendor KPIs such as order readiness, on-time delivery, and service consistency.
• Identify and close gaps in vendor coverage to enhance customer experience and efficiency.
• Ensure compliance with operational processes, tools, and standards (e.g., forecasting, staffing models).
• Develop and implement SOPs to standardize operations across verticals.
• Institutionalize best practices and scale successful initiatives to share best practice across the region for greater benefit.
• Lead high-impact initiatives (e.g., batching, dynamic pricing inputs, segmentation, mobility pilots).
• Test, iterate, and scale innovations that improve logistics performance.
• Partner with senior leadership on long-term strategic bets.
• Collaborate with Commercial, Finance, Product, Marketing, and PR teams to drive performance.
• Act as a strategic partner to leadership, influencing decisions with data and insights.
• Represent Kuwait - when/if needed - in cross-market forums and drive alignment on performance
• standards.