Director of Vendor Operations

Role Overview
We are seeking a visionary high-bar leader to build and scale Hungerstations Vendor Operations
function. The Director of Vendor Operations will own the entire vendor lifecycle onboarding
compliance performance management quality experience and support across restaurants
groceries convenience stores pharmacies and other verticals.

This leader will ensure our vendor ecosystem thrives by driving operational excellence leveraging
data and aligning closely with product technology and regulatory bodies. The role requires a blend
of strategy analytical rigor and execution discipline with the ability to inspire teams scale
processes and set new industry standards.


Key Responsibilities

1. Vendor Performance
Drive the overall vendor operations strategy cascading Hungerstations business goals
into actionable vendor performance initiatives.
Lead cross-functional collaboration with local and global teams to improve vendor experience
customer satisfaction and rider efficiency.
Establish benchmarks and KPIs such as reliability availability order timing and seamless
experience metrics.
Analyze data spot trends and generate actionable insights to optimize vendor performance
and platform growth.
Use controlled testing and market feedback to design and launch enhancements
to vendor operations.
Provide senior management with regular performance reports insights and
recommendations.

2. Vendor Quality & Experience
Own the delivery of premium vendor experiences across all operational touchpoints.
Manage service levels NPS CSAT and vendor satisfaction metrics.
Build and maintain the knowledge base and SOPs as the source of truth
for vendor operations.
Conduct regular audits RCAs and calibration sessions to drive quality improvements.
Implement continuous feedback loops between vendors and internal teams.
Design quality scorecards surveys and feedback tools to capture the voice of the partner.
Proactively identify and execute process improvements that enhance efficiency and
compliance.
Proactively identify and execute process improvements that enhance efficiency and
compliance.

3. Vendor Systems
Lead the technical backbone of vendor operations managing configurations integrations
zoning pricing and marketing systems.
Own and enhance vendor portals self-service platforms and transmission devices.
Ensure system availability reliability and usability through proactive troubleshooting and
maintenance.
Partner with local/global product teams to influence system design and rollout.
Develop vendor training strategies to ensure effective system adoption.
Provide insights reports and documentation on system performance and improvements.

4. Vendor Support
Oversee a high-performing support function that delivers first-contact resolution (FCR)
across all vendor touchpoints.
Ensure seamless onboarding menu setup working hours configuration and
ongoing vendor maintenance.
Manage SLA compliance and explore opportunities to set new benchmarks.
Deliver proactive support based on data shared by the performance team.
Coordinate with logistics partners for device delivery menu photoshoots and troubleshooting.
Provide multichannel support (chat email phone) with professional communication and high
CSAT.
Identify recurring issues and collaborate with internal teams to reduce escalations.

Qualifications :

Experience
10 years in vendor/supplier operations marketplace management or logistics/e-
commerce with 4 years in senior leadership.
Proven success in scaling vendor operations in high-growth environments.
Experience managing multi-vertical ecosystems (food grocery retail pharmacy).
Fluency in both English and Arabic language

Skills & Attributes
Strong analytical and data-driven decision-making skills.
Process design and optimization mindset
Excellent cross-functional collaboration and stakeholder influence.
Inspirational leadership capable of attracting and retaining top talent.
Resilient adaptable and comfortable with high-pace ambiguous environments

Remote Work :

No

Employment Type :

Contract