Specialist Operations Training & Onboarding - instashop

instashop, headquartered in Dubai, is the leading online local marketplace in the UAE and Egypt . Since joining the Delivery Hero family in 2020, the global leader in online food delivery and q-commerce, instashop has been setting the standard for excellence and convenience in the region.

With a dynamic and motivated team fueled by passion and innovation, every day at instashop is an opportunity for growth and success. We champion inclusivity, diversity and collaboration, creating an environment where everyone’s achievements are celebrated and where success is the only way forward. As we continue to grow, our team keeps expanding across the UAE, Egypt and Greece, and we’re always on the lookout for new talents to join us on our success journey.

As a Specialist Operations Training & Onboarding, you will be responsible for designing, implementing, and continuously improving onboarding and training programs for instashop's on ground team of riders and pickers. The role will ensure that all team members are equipped with the knowledge, skills, tools, and behavioral competencies required to perform effectively and consistently.

Day-to-Day Responsibilities

• Own the end-to-end onboarding and training journey for riders, pickers, and operational teams, ensuring timely completion of all mandatory requirements and readiness for deployment.
• Design and deliver onboarding, refresher, upskilling, and performance improvement programs based on operational requirements, performance data, quality trends, and identified skill gaps.
• Develop and maintain training content and assessment frameworks, including SOPs, manuals, presentations, videos, assessments, and certification programs, ensuring alignment with operational processes and policies.
• Partner with Fleet and Operations to improve performance, using operational KPIs, employee feedback, and behavioral insights to identify gaps and implement targeted coaching and training interventions.
• Track and report training effectiveness and operational readiness, measuring impact across productivity, compliance, quality, attrition, employee experience, and other relevant KPIs.
• Drive continuous improvement and cost efficiency across onboarding, training, and deployment, while collaborating with internal stakeholders and external vendors to ensure timely and effective delivery.
• Complete ownership of fleet branding execution

Key Qualifications

• Bachelor’s Degree required.
• Minimum 5 years of experience and 3 + within Training, L&D or related functions within operations
• Strong communication skills in English, Hindi/Urdu both verbal and written
• Experience with e-learning platforms
• Proficiency in MS Office (Word, Excel, PowerPoint) and Google Workspace

What you will bring

• Effective time management & organizational skills
• Exceptional interpersonal and customer service skills
• Excellent problem solving and conflict resolution skills
• Skilled at managing multiple tasks and priorities
• Innovative approach to developing engaging and impactful training programs
• Ability to evaluate training effectiveness and recommend improvements