Director of Vendor Operations

Job Description

Role Overview

We are seeking a visionary, high-bar leader to build and scale Hungerstation s 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 Hungerstation s 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 & 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'