Job summary
Ninja in Riyadh seeks a Live Operations Supervisor to lead the Live Operations team and boost restaurant partner performance. The role oversees daily KPIs, resolves operational issues, and works with Commercial, Logistics, and Customer Care to improve partner and customer experience.
Key responsibilities
- Monitor partner performance: availability, cancellations, and operating hours accuracy.
- Analyze trends and implement corrective action plans for operational issues.
- Lead, coach, and develop the Live Operations team to meet targets.
- Plan weekly schedules and ensure adequate staffing and shift coverage.
- Review tickets, calls, and interactions to ensure service quality and SLAs.
- Handle escalations and coordinate with Commercial, Logistics, and Customer Care.
- Create and maintain performance reports and dashboards in Sheets/Excel.
- Conduct regular performance reviews and track action plans and deadlines.
Requirements
- 3–5 years in operations, partner/vendor performance, or similar.
- Proven ability to lead, coach, and manage team performance.
- Advanced Google Sheets or Microsoft Excel skills.
- Hands-on experience with ticketing and call center systems.
- Strong analytical and problem-solving skills.
- Fluent Arabic and professional-level English (written and spoken).
- Flexible to work shifts, including weekends.
- Bachelor’s degree in Business, Operations Management, or related field.
Skills
Team leadershipGoogle SheetsMicrosoft ExcelData analysisTicketing systemsCall center operationsPerformance managementStakeholder managementProblem solvingScheduling
Source: Workable. Last checked as open: 13 Nov 2026. You apply directly with the employer.
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