Role Overview:

As a Partner Operations Lead, you will be the frontline owner of operational excellence across

our most strategic food vendor partners. Your mission is to ensure smooth day-to-day

performance and help partners solve issues that impact customer experience. This role requires

a hands-on operator who thrives in dynamic environments and is excited to scale partner

success while protecting service quality.

Key Responsibilities:

Vendor Performance & SLA Compliance

● Monitor daily partner metrics (availability, rejection rate, cancellations, other delivery

issues)

● Ensure partner adherence to operational standards and platform SLAs

● Flag underperformance and propose corrective action plans

Operational Issue Resolution

● Be the primary point of contact for partner-side operational issues.

● Log and resolve technical or process issues (e.g. outages, inventory sync failures).

● Proactively identify root causes behind recurring errors and suggest systemic fixes.

Onboarding & Expansion

● Support onboarding of new partners or branches including system setup, operational

checks, and go-live readiness

● Ensure all operational inputs are completed before launch (contact info, working hours,

devices, etc...).

Relationship Management

● Conduct regular site visits to vendors, gather feedback, and promote operational best

practices.

● Build strong vendor relationships to drive accountability and collaboration.

Data & Insights

● Generate weekly and monthly performance reports.

● Highlight key pain points and opportunities through analysis.

Qualifications & Skills

● 6+ years of experience in food delivery, e-commerce, FMCG, or operations-heavy roles.

● Experience managing vendor relationships or handling operational performance KPIs.

● Strong Excel / Google Sheets proficiency. Bonus: experience with dashboards or SQL.

● Highly organized with strong attention to detail.

● Strong communicator with ability to manage up and across teams.

● Arabic fluency and good command of English (written and spoken).

● Comfortable working in a fast-paced, field-driven environment.

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