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Manager Rider Training and Quality

4 months ago

Dubai, United Arab Emirates Talabat Full time

When you think of food delivery in the MENA region, we’d be pretty surprised if talabat didn’t pop into your mind first Since delivering our first order in Kuwait in 2004, we’ve grown quite a lot over the past 17 years.

Today, we deliver hundreds of millions of food orders, grocery items and other products per year, to our customers in nine countries throughout the region with more than 3,000+ employees Our food delivery business works with over 27,000 brands and almost 50,000 branches, while our q-commerce concept, talabat mart, now delivers groceries to customers in Bahrain, Egypt, Jordan, Kuwait, Oman Qatar, and the UAE in 30 minutes or less

Our philosophy is to make sure we do what is right for our ecosystem - our customers, our partners, our people, our riders, and the communities in which we operate. Our #techforgood program allows our customers a safe and convenient way to contribute to important causes in their community through donating to local and international charities directly on talabat with a focus on food insecurity in the region. Since its inception in 2020, we have facilitated the donation of well over 1 million meals to those in need, as well as donated over $1.5 million to charity with the help of our partners and customers. talabat is part of Delivery Hero, the global leader in online food delivery and q-commerce.

Role Summary

The role will be responsible for the quality of our riders and ultimately the experience they provide to our customers, vendors and other stakeholders By continuously improving the onboarding training for our heroes (that’s what we call our riders), identifying and addressing training needs throughout the rider’s lifecycle and

owning initiatives that improve the delivery experience, appearance and professionalism of our fleet.

As a part of the regional logistics team this role will own the strategy, systems, processes and KPIs for the scope of rider training & quality on regional level and work with and through the local logistics and local rider training teams for execution and to support country-specific requirements.

What's On Your Plate?
- Implement the infrastructure, technology and processes required for large scale training of riders as well as regional (technology-driven) initiatives to uplift rider quality.
- Improve and quality-control the rider onboarding and other training programs in the region from a content, delivery method and assessment perspective
- Closely monitor the learning & performance path of our heroes, and turn the insights into action
- Identify needs & opportunities for training or other quality initiatives by assessing the pain points of our newly joined fleet and by digging into operational and customer metrics and insights
- Collaborate with teams regionally (customer experience, product & tech) and locally in our 8 markets on structural opportunities for the long run
- Develop a strong community comprising of the local training and quality managers in the 8 markets, uplift their skills and lead the vision and strategy for training & quality across MENA

What Did We Order?
- Bachelor’s degree
- A passion for understanding and improving the experience of our riders, customers and vendors
- Prior experience working on training programs & platforms for blue collar workers at a large scale would be a plus
- Extremely organized and process-driven
- Can effectively scope, resource and manage projects and project teams
- Analytical, doesn’t shy away from analyzing metrics and data sets
- Eager to create things from scratch, test & refine along the way
- People’s person with pro-active communication and stakeholder management skills
- Hands-on, willing to do the work but understands when to involve or rely on others for expertise
- Can manage a heavy workload effectively by setting priorities and managing expectations well
- Extremely collaborative and effective at influencing without authority
- Excellent proficiency in English, Arabic or Urdu would be a plus