Delivery Experience Manager

Talent 360; Riyad Al Khabra; On-site; SAR 300,000 - 400,000; Full time

Job summary

A delivery services provider in Riyadh is looking for a Delivery Experience Manager to lead teams focusing on delivery operations. This role involves managing courier recruitment and training, ensuring compliance with local regulations, and improving service quality metrics. Candidates should have extensive experience in operations and logistics within food delivery. The position offers a fixed schedule from Saturday to Wednesday.

Qualifications

• 5-10 years of experience in operations, delivery, logistics, preferably experience in food delivery.
• Strong track record in managing live operations and supply & demand planning.
• Experience in courier recruitment, onboarding, and training.

Responsibilities

• Lead and manage teams affecting delivery experience.
• Develop delivery service quality standards and metrics.
• Monitor live dashboards/KPIs for delivery operations.

Skills

Operations management

Live operations monitoring

Supply and demand planning

Courier training and onboarding

Data forecasting

Regulatory compliance knowledge

Tools

Delivery operation dashboards

Courier management platforms

Job description

Talent 360 is hiring Delivery Experience Manager for one of its clients

Expected Job Role

• Lead and manage teams that directly affect delivery experience, including:
• Live Operations Lead & their team: overseeing real‑time delivery operations, monitoring performance, intervening in incidents.
• Supply & Demand Planning: ensuring the right number of couriers are acquired, scheduled, available in the right locations to meet order demand; forecasting demand; balancing courier supply levels to avoid slack or overload.
• Courier Training & Acquisition Officer: overseeing recruitment, onboarding, training (including service standards, customer interaction, appearance, safety), retention of couriers.
• Develop and implement delivery service quality standards and metrics: delivery time, order accuracy, courier appearance & behavior, customer satisfaction, handling of complaints/incidents, safety & hygiene standards.
• Create, maintain, and continuously improve SOPs, guidelines, policies for courier performance, appearance, training, discipline, and operations.
• Monitor live dashboards / KPIs for delivery operations: order lead time, late deliveries, cancellations, courier utilization, customer feedback
• Ensure operational efficiency and cost control: optimize courier usage, reduce delivery times, minimize dead miles, optimize routing and assignment.
• Handle escalations from customers or operations, investigate root causes of failures, propose and implement remediation.
• Manage budgets for courier acquisition, incentives, training programs, operations support.
• Ensure compliance with Saudi regulatory requirements related to labor, safety, food safety, hygiene, vehicle and local licensing.

Qualifications

• 5‑10 years of experience in operations, delivery, logistics, preferably experience in food delivery
• Strong track record in managing live operations (real time monitoring, incident management), as well as supply & demand planning.
• Experience in courier recruitment, onboarding, training, and operational standards enforcement.
• Good understanding of forecasting methods; ability to use data to predict demand, plan capacity, schedule resources.
• Familiarity with technology tools for delivery operations: dashboards, routing and assignment systems, tracking, metrics collection, courier management platforms.
• Knowledge of Saudi (or GCC) regulations related to workforce (couriers), safety, hygiene, and food delivery regulations

Working Conditions

• Location: Riyadh
• From Saturday to Wednesday 10:00AM to 6:00PM
• Weekends: Thursday & Friday.