Delivery Experience Manager

Talent 360; Riyadh; On-site; SAR 300,000 - 400,000; Full time

Job summary

A leading recruitment firm is seeking a Delivery Experience Manager for its client in Riyadh. The role involves managing delivery operations, ensuring service quality standards, and overseeing courier recruitment and training. Candidates should have 5-10 years of relevant experience in operations and logistics, preferably in food delivery. The position requires strong operational management skills and familiarity with regulatory requirements in Saudi Arabia.

Qualifications

• 5-10 years of experience in operations, delivery, logistics, preferably in food delivery.
• Strong track record in managing live operations and supply & demand planning.
• Good understanding of forecasting methods.

Responsibilities

• Lead and manage teams for delivery experience.
• Oversee real-time delivery operations and performance.
• Ensure compliance with Saudi regulatory requirements.

Skills

Operations management

Incident management

Supply and demand planning

Courier recruitment

Data forecasting

Tools

Delivery operations 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.