Role Objective

Partner Operations Specialist, you will ensure smooth day-to-day performance across our food vendor partners. You’ll be responsible for maintaining operational quality, resolving issues quickly, and supporting partners in delivering great customer experiences. This role is ideal for a detail-oriented operator who enjoys solving problems, working closely with vendors, and driving consistency across our platform.

Key Responsibilities

• Monitor daily partner metrics including availability, rejection rate, cancellations, preparation time, and delivery issues.

• Ensure partners adhere to operational standards and SLAs.

• Flag underperformance or service risks to the Partner Ops Lead and support in executing corrective actions.

• Act as the first point of contact for partner operational issues, logging and resolving technical, process, or fulfillment challenges such as tablet outages, order flow issues, or inventory sync errors.

• Escalate recurring or complex issues to the relevant internal teams for systemic resolution.

• Support onboarding of new partners and branches, including system setup, operational checks, and go-live readiness.

• Verify completeness of inputs such as contact details, working hours, devices, and menu setup prior to launch to ensure a smooth transition to live operations.

• Conduct periodic site visits and check-ins with vendors to ensure compliance and capture feedback.

• Maintain professional relationships that encourage accountability and collaboration on operational improvements.

• Track and update partner performance dashboards and internal reports.

• Highlight operational trends, pain points, and areas for improvement to the Partner Ops Lead.
  
  

  Requirements

  • 1–3 years of experience in food delivery, e-commerce, FMCG, or operations-heavy roles.

  • Strong understanding of operational performance metrics (SLAs, cancellations, order flow).

  • Proficiency in Excel / Google Sheets; comfort working with dashboards or analytics tools.

  • Highly organized with strong attention to detail and follow-through.

  • Excellent communication and coordination skills in English.

  • Ability to work effectively in a fast-paced, field-driven environment.
    
    
    Nice to Have

• Experience with food delivery aggregators or restaurant tech platforms.

• Familiarity with catalogue management, PoS, or order/inventory systems.

• Exposure to partner onboarding, support, or vendor management processes.
  
  

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