Senior Operations Manager - Quality
- دبي
- دائم
- دوام كامل
- Own and implement the end-to-end strategy for delivering consistently high-quality F&V to Careem Quik customers.
- Define freshness standards, product quality guidelines, and visual/physical parameters for F&V.
- Benchmark against global best practices in fresh produce and tailor solutions to the local context.
- Lead supplier audits and establish strict inbound quality checks at point of receiving.
- Collaborate with procurement and commercial teams to continuously improve supplier quality performance.
- Identify product-level issues and drive corrective/preventive actions with suppliers.
- Design and enforce a robust Quality Assurance (QA) framework at our warehouses and dark stores.
- Implement defect tracking systems, root cause analysis tools, and feedback loops to address product and process failures.
- Develop a proactive quality culture with store staff, riders, and pickers through regular training, SOPs, and scorecards.
- Track and analyze customer complaints and refund reasons related to freshness or product defects.
- Create initiatives to reduce claims and build trust in our F&V value proposition.
- Work closely with Customer Care and Product teams to close the loop and prevent recurrence.
- Use data-driven insights to track quality KPIs (e.g., defect rate, return reasons, freshness ratings).
- Regularly review SKU-level performance and identify opportunities to replace, enhance, or delist underperforming items.
- Lead pilots and experiments that raise the bar on freshness and satisfaction.
- 7+ years of experience in quality management in FMCG, grocery retail, or food distribution, with a focus on fresh and ultra-fresh produce
- Strong understanding of supply chain and operations in perishable product handling
- Proven track record of designing and scaling QA programs in high-growth or startup environments
- Analytical mindset with a strong ability to interpret data and derive actionable insights
- Excellent stakeholder management and communication skills
- Passion for operational excellence and continuous improvement