Operations Manager (Delivery Lead) – Hospitality

Location: Dubai, UAE

Reports to: Head of Delivery – Hospitality

Employment Type: Full-time

Role Profile

The Delivery Lead is accountable for driving performance, growth, and operational excellence across Alshaya Hospitality’s food delivery aggregator channels in the GCC. This role manages strategic relationships with regional aggregator partners, optimizes marketing and promotional opportunities, and collaborates closely with brand and functional teams to deliver sustainable, profitable results.

Key Responsibilities

• Own senior level relationships with delivery aggregators, establishing structured governance including weekly reviews, monthly business updates, and quarterly business reviews (QBRs).

• Proactively resolve policy, catalog, compliance, and operational issues to ensure uninterrupted daily performance.

• Build and manage joint promotional and media calendars with aggregators, optimizing traffic growth, AOV improvement, and contribution margin.

• Experiment with new promotional formats and platform capabilities; analyze performance and scale high ROI initiatives across brands and markets.

• Ensure end to end menu health, including accuracy, imagery, pricing, availability, and tagging across all brands and restaurants.

• Oversee integration hygiene between kitchen backend systems and aggregator platforms to minimize outages, order mismatches, cancellations, and rejections.

• Develop and maintain data repositories to track sales trends, cost drivers, platform fees, and contribution by brand × market × aggregator.

• Translate insights into actionable commercial and operational initiatives that elevate delivery P&L and customer experience.

• Prepare negotiation decks, funding models, and scenario analyses to support aggregator discussions.

Requirements

• Graduate/Postgraduate degree in Management, Business Administration, or Hospitality.

• 5-7 years of managerial experience in online food delivery aggregators , marketplaces, or F&B brands.

• Proven partner management experience with regional aggregators; strong stakeholder influence and issue resolution skills.

• Advanced Excel/Power BI capability with strong understanding of delivery P&L metrics.

• Demonstrated ability to build and lead high performance teams.

• Highly collaborative, results oriented, and commercially strong.

• Excellent communication skills in English; Arabic language is a plus.

• Willingness to travel across GCC markets.

Why This Role Is a High Impact Opportunity ?

This position is designed for internal talent ready to step into a broader, more strategic mandate and take ownership of a rapidly expanding business. It offers:

• High visibility across the Hospitality Division, with direct exposure to senior leadership and cross functional teams.

• A chance to work with all Hospitality brands across the GCC, shaping how each brand wins on delivery.

• Leadership of a double-digit growth channel, driving commercial and operational performance for one of the division’s fastest scaling businesses.

• Expanded scope and influence, managing regional aggregator relationships and steering key strategic decisions across markets.