Senior Operations Manager

Role overview

CargoX is hiring a Senior Operations Manager to oversee the daily performance of its last-mile delivery network across the UAE. This is a very hands-on leadership position focused on executing the operating model, meeting service and cost goals, and keeping delivery operations running efficiently in close coordination with the command center, runner network, and commercial teams.

The role suits someone who enjoys owning performance metrics, solving problems quickly, and bringing order to complex, fast-moving operations.

Key responsibilities

• Oversee day-to-day activity across Live Operations, Runner Management, and Operations Excellence, ensuring standards and service expectations are consistently met.
• Take ownership of core operational KPIs, including on-time delivery, delivery success rate, orders per runner per hour, utilization, and cost per delivery.
• Strengthen delivery capacity and runner availability across zones by balancing demand and supply in real time.
• Handle live operations execution, including command centre monitoring, manual dispatch, immediate issue resolution, and customer support coordination.
• Manage the full runner lifecycle, covering onboarding, training, shift planning, demand and supply balancing, incentive design, and performance management, as well as governance of outsourced partners.
• Coordinate inventory movement and control across hubs and operational zones.
• Build, implement, and enforce SOPs, operating standards, and continuous improvement initiatives across all operational functions.
• Contribute to defining and launching operational requirements for the internal technology stack used for dispatch, runner management, and customer support.
• Monitor vendor performance and SLA compliance for outsourced runner operations while working closely with commercial and product teams on daily execution.
• Lead, coach, and grow the operations team, and help shape the scaling playbook for expansion into new zones.
• Track performance trends, risks, and corrective actions, and report them to the Operations Director.

Candidate profile

The ideal candidate brings deep experience in operations leadership, especially in last-mile delivery, q-commerce, food delivery, e-commerce fulfilment, or courier/3PL environments. You should be comfortable managing people, vendors, live workflows, and cross-functional priorities in a fast-paced setting.

Requirements

• At least 12 years of experience in operations overall, with a minimum of 3 years in people management.
• Practical knowledge of dispatch, live operations, runner or rider management, and last-mile delivery processes.
• Ability to work with product and technology teams and convert operational needs into clear requirements.
• Strong understanding of commercial performance and unit economics, supported by data-led decision-making.
• Demonstrated capability in hands-on leadership, vendor management, and cross-functional coordination.
• Bachelor’s degree in Operations, Logistics, Supply Chain, or a related discipline.
• Postgraduate qualifications such as an MBA are preferred.
• Track record of improving operational KPIs and managing outsourced providers at scale.
• Experience in high-velocity environments with multiple stakeholders.

About CargoX

CargoX is building a faster, smarter, and more dependable last-mile delivery experience across the UAE. The company is scaling quickly, with a growing autonomous fleet and an expanding customer base. It offers a high-performance environment where ambition is recognized, ideas matter, and impact is visible from the start.

Additional information

This is a full-time onsite role based in Abu Dhabi Emirate, United Arab Emirates.