Operations Monitoring Executive

About the Role We are a GCC-based last-mile logistics company managing a fleet of 400 delivery riders. We are building a dedicated remote operations desk to monitor live delivery operations around the clock across our GCC operations. This is not a scripted call-centre role. You will monitor a live operations dashboard, identify problems before they escalate, and coordinate directly with riders, supervisors, and our client. We require someone who can think independently, take ownership, and act quickly when operational issues arise. This is a 24/7 operations environment, requiring flexibility to work 12-hour rotating shifts, including nights, weekends, and public holidays. The role reports directly to the Operations Manager and carries direct ownership and responsibility for the assigned shift. You will work independently as part of a small operations team, where your work is visible and has a direct impact on operational performance. What You Will Do Order Monitoring Track live orders through the delivery operations dashboard. Identify delayed, unassigned, or stuck orders and take action before they breach the applicable service-level agreement. Shift Attendance Monitor rider logins and attendance against the published roster. Immediately flag rider no-shows and late shift starts to the fleet supervisor. Rider Support Respond to rider queries during your assigned shift. Escalate application issues, order-related problems, and on-road incidents through the appropriate operational channel. Communicate with riders daily, including riders who primarily communicate in Urdu. Client Support Handle operational queries from the company’s platform partner. Provide accurate order and operational status updates. Follow each reported issue through to resolution. Shift Handover Complete a written handover at the end of every shift. Ensure the handover covers all open issues, active escalations, and any matters that the next shift must continue to monitor. Incident Escalation Identify operational issues at an early stage. Coordinate with supervisors and management to minimise service disruption and support timely resolution. Essential Requirements Have 1–3 years of experience in delivery, logistics, or fleet operations, including food delivery, quick commerce, courier, or third-party logistics environments. Have hands-on experience using a live dispatch, order-tracking, or fleet-management dashboard. Have good written and spoken English for communication with managers, supervisors, and clients. Have fluent spoken Urdu, as many riders communicate in Urdu and daily communication with them is required. Be willing and able to work 12-hour rotating shifts, including nights, weekends, and public holidays. Demonstrate strong problem-solving skills and the ability to make decisions independently. Be comfortable working in a fast-paced environment where operational issues require immediate action. Be comfortable using computers, operational dashboards, WhatsApp, Microsoft Excel or Google Sheets, and other operational tools. Be able to work independently without a supervisor physically present in the room. Preferred Experience Experience with Talabat, Jahez, HungerStation, Deliveroo, Careem, or a similar delivery operation. Experience working in a control room, Network Operations Centre, fleet-control function, dispatch centre, or another 24/7 monitoring environment. Experience managing or coordinating a large number of delivery riders. Previous experience working in operations governed by service-level agreements. Suitability This role is not suitable for applicants seeking day-shift-only work. This role is not suitable for applicants who do not want accountability for operational outcomes.

Experience

1 – 3 Years