Operations Associate - Grocery

Operations Associate – L1 (UAE Grocery) Location: Dubai, UAE Working pattern: Onsite | Full-time | Shift-based (40 hours per week) About Deliveroo Deliveroo is on a mission to change the way people eat. We’re building the platform that customers turn to when they think about food and groceries — from weekly shops to last-minute essentials. Our focus is on delivering the best products with speed, accuracy, and reliability through trusted partners and dedicated in-store teams. Deliveroo’s ODG (On-Demand Grocery) business works closely with leading grocery partners across the UAE to power ultra-fast delivery through a network of picker-operated stores. These picker sites are the backbone of our grocery operations, combining technology, process excellence, and strong partnerships to ensure customers get what they ordered, on time, every time. The Role The Operations Associate plays a key role in supporting daily in-store operations across Deliveroo’s grocery and retail partner network. This is a hands-on field role focused on ensuring operational excellence, improving picker performance, and maintaining high service standards across multiple sites. The ideal candidate is proactive, detail-oriented, and comfortable working in fast-paced retail or dark-store environments. You’ll work closely with pickers, site teams, and the central operations function to ensure flawless execution on-ground. Key Responsibilities Performance Monitoring: Regularly assess site performance using key metrics such as B10s, rejections, missing items, and cancellations. Identify issues affecting accuracy and fulfillment efficiency. Root Cause Analysis: Investigate performance issues, document findings, and implement corrective actions to prevent recurrence. On-Site Training: Train and upskill pickers on Deliveroo’s SOPs, focusing on substitution handling, order prioritization, picking accuracy, and customer-first execution. Action Plan Development: Create site-specific action plans to improve store KPIs. Outline findings, proposed solutions, and support required from stakeholders. Documentation & Reporting: Maintain records of site visits, issues, solutions implemented, and performance feedback. Share periodic updates with central operations and partner management teams. Hardware & Tech Support: Conduct regular checks on store tablets, printers, and SIMs. Troubleshoot or escalate hardware issues to ensure seamless live operations. Collaboration with Store Staff: Work closely with partner store managers and staff to ensure proper stock availability, item accuracy, and efficient order preparation. Requirements Experience: 1–2 years in grocery, retail, or delivery operations. Skills: Strong problem-solving and communication skills, high attention to detail, and the ability to work independently in fast-paced environments. Technical: Familiarity with mobile/tablet apps and basic troubleshooting. Transport: Valid UAE driving license and own car. Physical: Ability to be on-site at m