Assistant Manager Workforce Operations

talabat is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Job Description

• Own the end-to-end workforce management function for on-ground fulfillment teams
• Source, onboard, and manage relationships with local third-party manpower providers, including SLA definition, performance tracking, and penalty enforcement
• Partner with commercial teams to support new partner pitches and conduct regular performance reviews for existing partners
• Enable on-ground supervisors with the right system access, tools, and performance dashboards to effectively manage daily operations
• Manage the picker ecosystem, including system access, logins, and permissions across multiple platforms and portals
• Own workforce budgeting and monthly shopper cost tracking in alignment with the local P&L
• Ensure accurate demand forecasting and optimize shift planning and scheduling to meet service levels efficiently
• Implement, monitor, and enforce SOPs across onboarding, training, performance management, and offboarding processes
• Drive picker performance management across key metrics such as fill rate, efficiency, attendance, and order quality
• Track and enforce picker attendance and uniform compliance (where applicable)
• Investigate, manage, and resolve on-ground workforce issues and disputes raised by partners
• Identify and implement process improvements and automation opportunities to reduce manual effort and optimize operating costs

Qualifications

• Experience in Workforce management (in store or regional scope)
• 2-3 years experience in ecommerce, grocery or retail operations
• Experience in building internal & external partner relationships- Clear communicator with functional teams (commercial, operations, data, logistics)
• Personable and empathic approach to ways of working
• Present complex data in a simple and compelling way to stakeholders; painting a picture of problem, scale/root cause of problem (data) and resolution "- Strong collaborator with the ability to build strong relationships with external partners
• Able to negotiate terms & navigate SLA that suit the overall business
• Confident in influencing external partners & ensuring that business is sustained with adequate manpower