Coordinator, Rider On-Ground Operations

About the Role

This position sits within Talabat, part of the Delivery Hero Group. The company operates a large local delivery network across roughly 65 countries, with its headquarters in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is included in the MDAX index.

As a Coordinator for rider on-ground operations, you will help keep city or zone-level fleet activity running smoothly. The role focuses on monitoring live operations, addressing rider concerns, coordinating with dispatch and fleet partners, and supporting efficient day-to-day execution on the ground.

What You’ll Do

• Keep a close eye on live operations to maintain strong performance across the assigned city or zone.
• Review and evaluate rider performance at the city or zone level.
• Handle walk-in questions and concerns from riders.
• Work closely with fleet partners to keep communication clear and effective.
• Support dispatch teams with rider-related coordination and communication.
• Carry out on-ground checks to review fleet presentation and rider conduct, while staying informed through field observations.
• Create a smooth feedback flow between riders and management.
• Address questions, issues, and escalations from both internal teams and external stakeholders.
• Monitor zonal performance and apply corrective measures where needed, including warnings, suspensions, or termination for underperforming riders.
• Look into rider-related complaints or issues raised by customers and vendors.
• Take on additional tasks assigned by the line manager as needed.

Experience and Education

A bachelor’s degree is required. Prior experience of 1–2 years in the food or grocery tech sector is strongly preferred.

Skills and Competencies

• Ability to juggle multiple priorities in a busy, fast-moving environment.
• Comfortable using Google Suite tools.
• Strong written and verbal communication skills.
• English and Urdu are mandatory; Arabic is an advantage.
• Hands-on problem solving with a proactive approach to operational issues.
• Must hold a valid UAE driving license.