The Incubation Specialist ensures newly onboarded restaurant partners ramp successfully during a 4-week incubation (extendable to 6 weeks for low performers). Acting as an ops coordinator + junior account manager, the role drives setup accuracy, early growth, and operational stability before handing over to the Account Management team.
The ideal candidate should have:
● Bachelor’s degree in Business Administration, Operations, or related field
● 2–3 years of experience in operations, partner onboarding, vendor management, or account management, preferably in food delivery, e-commerce, or technology industries.
● Strong vendor management and stakeholder management skills with proven ability to influence and collaborate across teams.
● Excellent problem-solving and process improvement mindset with strong analytical skills.
● Strong communication and training skills to effectively enable restaurant partners.
● Ability to thrive in a fast-paced, dynamic environment and adapt quickly to new challenges.
Requirements
● Enable & verify setup from Day 1: Share playbooks/micro-videos; confirm SLAs; run an end-to-end test order (accept → RTP → handoff); validate menu accuracy (items, photos, pricing, availability), operating hours/holidays, payout/fees, device/POS readiness, and contact details; identify additional branches to onboard.
● Serve as first-line partner support: Handle how-to questions and operational issues (menu fixes, device/printer/tablet, POS sync, payout or order-flow concerns) and raise tickets with complete context when needed.
● Monitor and improve performance daily: Track cancellations, store availability/uptime, RTP usage, prep time (quoted vs. actual), and acceptance time; investigate root causes; coach partners on quick wins (menu cleanup, hours tuning, kitchen workflow tweaks, auto-accept where applicable).
● Drive early growth levers: Launch and iterate promotions/offers, recommend Top List/Featured placement, improve photos/tags, and align to a simple promo calendar to lift orders/GMV during incubation.
● Run a tight operating cadence: Do a daily KPI sweep and outreach to outliers; hold brief coaching touchpoints 1–2× weekly to confirm actions; update the Incubation Tracker (CRM/Jira/Sheets) with notes, owners, and due dates.
● Escalate cross-functionally with clarity: Route blockers to Sales/Onboarding (contracts/branch IDs), Activation/Integration (API/POS/printers/tablets), and Support/Logistics (courier ETAs, cancellations, fraud), providing reproduction steps, screenshots, and impact.
● Extend or graduate with a plan: If KPIs miss minimum thresholds by Week 4, set a 2- week recovery plan and extend to Week 6; otherwise, confirm stability and lock graduation.
● Document thoroughly: Maintain clean records of partner progress, KPI trends, actions taken, tickets raised, and outcomes, ensuring visibility and continuity.
Skills Required
- Bachelor's degree in Business Administration, Operations, or a related field
- 2-3 years experience in operations, partner onboarding, vendor management, or account management (food delivery, e-commerce, or tech preferred)
- Strong vendor management and stakeholder management skills with ability to influence cross-functional teams
- Excellent problem-solving and process improvement mindset with strong analytical skills
- Strong communication and training skills to enable restaurant partners
- Ability to thrive in a fast-paced, dynamic environment and adapt quickly
- Ability to verify setup end-to-end (menu accuracy, pricing, hours, payouts, device/POS readiness) and run test orders
- Experience using tracking tools and CRMs (Incubation Tracker/CRM/Jira/Sheets) and documenting partner progress
- Ability to monitor KPIs, investigate root causes, coach partners, and execute early growth levers (promos, photos, placement)
What We Do
Ninja is an online supermarket and delivery platform founded in 2022 in Riyadh, Saudi Arabia. It provides a wide range of products, including groceries, beauty, and household essentials, delivered in under 30 minutes through a network of dark stores. The company operates across Saudi Arabia and has expanded its services to other GCC countries, focusing on speed, reliability, and convenience for its customers.
