Website:
eatseouldak.com
Job details:
Role Summary
The Delivery & Aggregator Operations Manager owns the restaurant's presence and performance across third-party delivery platforms. This person ensures listings are accurate and optimized, offers and promotions are live and correctly displayed, order aggregation and reconciliation runs smoothly, and delivery execution meets speed and quality standards — directly driving online sales growth and customer satisfaction.
Key Responsibilities
Aggregator & Sales Management
- Monitor and manage day-to-day operations across delivery aggregator platforms
- Track online sales performance, order volumes, and platform-wise revenue; report daily/weekly/monthly numbers to management
- Identify trends, peak hours, and underperforming SKUs/outlets and recommend corrective action
- Reconcile aggregator payouts, commissions, and settlements against actual sales
Menu & Offer Accuracy
- Ensure menu items, prices, images, and descriptions are correctly and consistently listed across all platforms
- Set up, schedule, and verify that discounts, combos, and promotional offers are live and displaying correctly on each app
- Coordinate with platform account managers to resolve listing errors, pricing mismatches, or offer discrepancies quickly
- Plan and execute platform-specific campaigns (ads, banners, sponsored listings) in line with the marketing calendar
Delivery Management
- Monitor order acceptance, preparation time (kitchen SLA), and rider pickup/handover to minimize delays
- Track delivery TAT, order accuracy, cancellations, and customer complaints; work with kitchen/packing staff to reduce errors
- Liaise with aggregator logistics support for rider shortages, delayed pickups, or delivery escalations
- Ensure packaging quality standards are maintained to reduce spillage/damage complaints
Customer Experience & Ratings
- Monitor ratings, reviews, and customer feedback on each platform; respond to or escalate issues as needed
- Work cross-functionally to resolve recurring complaints (missing items, wrong orders, cold food, etc.)
- Drive initiatives to improve platform ratings and repeat order rates
Reporting & Coordination
- Prepare regular MIS reports on sales, offers performance, delivery metrics, and platform issues
- Coordinate between kitchen, front-of-house, and platform support teams to keep operations aligned
- Stay updated on new platform features, commission structures, and competitor activity
Key Skills & Requirements
- 1–4 years' experience in QSR/restaurant operations, preferably with exposure to food delivery aggregator platforms
- Working knowledge of delivery aggregator partner/owner apps used for restaurant operations
- Strong attention to detail, especially for pricing/offer accuracy
- Comfortable with basic data/Excel reporting
- Good coordination and communication skills to liaise with platform teams and internal staff
- Ability to work in a fast-paced environment and handle real-time issue resolution
Key Performance Indicators (KPIs)
- Online sales growth (platform-wise)
- Order acceptance rate & average delivery TAT
- Order accuracy / complaint rate
- Platform ratings
- Offer uptime and accuracy (% of time correct offers are live)
- Commission/payout reconciliation accuracy
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