Job Description

instashop, headquartered in Dubai, is the leading online local marketplace in the UAE and Egypt

Since joining the Delivery Hero family in 2020, the global leader in online food delivery and

q-commerce, instaShop has been setting the standard for excellence and convenience in the region.

With a dynamic and motivated team fueled by passion and innovation, every day at instaShop is an

opportunity for growth and success. We champion inclusivity, diversity and collaboration, creating an

environment where everyone’s achievements are celebrated and where success is the only way forward.

As we continue to grow, our team keeps expanding across the UAE, Egypt and Greece, and we’re always

on the lookout for new talents to join us on our success journey.

The Area Supervisor manages daily delivery operations, rider teams, and vendor

performance across an assigned district. This role is responsible for keeping delivery speeds

high (SLA), keeping costs under control, and ensuring smooth day-to-day operations across

dark stores and partner hubs through on-ground presence, performance tracking, and vendor

coordination.

Key Responsibilities:

1. Daily Operations & Vendor Management:

• Live Fleet Oversight: Track real-time zone operations to make sure riders hit target delivery times, maintain high customer ratings, and keep order cancellations to a minimum.
• Driver Performance: Keep close tabs on rider metrics to spot bottlenecks early and keep order dispatch running efficiently.
• Vendor & 3PL Coordination: Work directly with 3PL providers and fleet vendors to evaluate their performance, address service gaps, and scale up rider supply during rush hours or demand spikes.
• Process Improvement: Work alongside the central Operations team to tweak daily workflows and fix recurring operational issues on the ground.

2. Performance Tracking & Analytics:

• KPI Management: Monitor daily operational metrics, focusing on On-Time Delivery Rate, Orders Per Hour (OPH), and Delivery Cost Per Order.
• Reporting: Build regular tracking reports using Microsoft Excel (utilizing Pivot Tables, data filters, and formulas) to present clear performance trends and updates to leadership.
• Problem Solving: Run quick root-cause checks whenever KPIs drop below target and put immediate fixes in place.

3. Field Audits, Quality & Onboarding:

• On-Ground Audits: Conduct routine site visits alongside Team Leaders across partner locations to inspect rider attendance, uniform compliance, gear condition, and overall professional behavior.
• Quality Control: Partner with the QA team to resolve functional app issues, handle rider misconduct, and enforce service standards across the fleet.
• Rider Training: Help onboard and train new drivers on app navigation, route efficiency, customer interaction standards, and road safety protocols..

Qualifications

• Bachelor’s degree in business administration, Logistics, Supply Chain, Operations Management or a related field.
• 2–4 years of experience in Fleet Operations, E-commerce, Grocery, or Marketplace.
• Strong analytical skills with the ability to translate data into business decisions.
• Excellent stakeholder management and communication skills.
• Advanced proficiency in Microsoft Excel; Power BI is a plus.
• Excellent English.
• Strong communication, organization, and time management skills.
• Excellent ability to be detail oriented.
• Ability to work effectively in a dynamic, fast-paced environment by collaborating with other departments.
• Strong ability to multitask.