About: This role will join the central team at Talabat responsible for elevating the bar on the experience for our Partners. The team drives all Partner facing policies, processes, automation initiatives, and engagements to deliver an accelerated and profitable growth for Talabat Partners. This role will act as a single-threaded owner for building, upgrading, and reviewing the implementation and impact of all Partner facing SOPs and processes (such as order cancellation, refund, dispute, etc.). The person will engage directly with multiple stakeholders across Sales, Product, Support Operations, and the regional Partner Growth team to raise the bar on Partner experience through these efforts. The role will require dealing with constantly evolving priorities and working in a fast-paced environment. The ideal candidate will possess a blend of technical expertise, industry experience, and strong stakeholder management skills, aligning with the organization's growth strategy to foster effective partnerships and drive innovation.
Responsibilities: - Design and launch new policies to support Partner pain points, where such policies do not exist. - Align internal stakeholders to gain buy-in to launch and scale the implementation. - Identify and execute improvements to existing SOPs and processes based on feedback from the market (Sales and Partners, through NPS and Satisfaction surveys, and Voice of Partner program). - Own the vSAT metric to reflect Partner satisfaction levels and complement the vNPS metric, which is our north star metric to measure experience and pain points, offering improvement opportunities. - Manage churn and contribute to retention improvement on the platform for our long-tail accounts, where maintaining good quality of support (policies and process-driven) is critical for their growth. - Work closely with the central Product team to recommend improvements to Partner-facing features (e.g., reporting), helping reduce the volume of contacts and ensuring we improve the self-serve capabilities for our Partners. - Identify data-backed insights to further our efforts on scalable initiatives, acting as a thought leader for the Partner Growth organization.
Requirements: - 7+ years of program or project management experience. - Experience using data and metrics to determine and drive process improvements. - Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership. - Demonstrated expertise in on-time delivery of project solutions with structured and organized project documentation, and excellent time management capabilities. - Experience with CRM data, including Salesforce, is required.
Location: Dubai, UAE
Job Type: Full-time
Brand: talabat
Work Conditions: On-Site
Who We Are: Since launching in Kuwait in 2004, talabat has been the leading on-demand food and Q-commerce app for everyday deliveries, offering convenience and reliability to its customers. talabat's local roots run deep, understanding the needs of the communities served in eight countries across the region. We harness innovative technology to simplify everyday life for our customers and optimize operations for our restaurants and local shops, providing our riders with reliable earning opportunities daily. At talabat, we foster an innovative environment where our employees can strive to create a positive impact across the region through the use of our platform.
