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Roles and Tasks

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Hub Roles & Responsibilities

This guide provides a clear overview of the key roles within our hub operations team. Understanding each person's responsibilities is essential for effective teamwork and smooth daily operations.

Our Hub Operations Team at a Glance

This chart summarizes the main tasks for each role. Detailed responsibilities are listed below.

Overview of responsibilities by role

Detailed Role Breakdowns

City Manager

Overall responsibility for managing multiple Hubs within one or more cities.

  • Responsible for the overall operations and performance of the Hubs in their city/region.

  • Coaches and develops the Hub Managers.

Hub Manager

Management of one or more hubs.

  • Coaches all hub personnel in relevant systems and processes.

  • Executes shift planning based on forecasts.

  • Controls store productivity and ensures compliance with all Hub KPIs.

  • Implements and controls new processes, systems, and policies.

  • Provides active assistance in day-to-day business (e.g., during peak hours).

  • Manages local suppliers and store-related services.

Shift Lead

Main person responsible in the Hub when the Hub Manager is not on site.

  • Picks goods when an order is placed.

  • Performs daily checks (freshness, BBD, temperature, etc.).

  • Controls and supports Ops Associates and Riders during the shift.

  • Handles direct customer contact for re-deliveries, replacements, and refunds.

  • Performs inbounds, outbounds, and transfers.

Ops Associate + (OA+)

Works as an Ops Associate and takes the operational lead during a shift, taking on additional responsibilities.

Main Responsibilities

  • Overseeing the correct application of processes.

  • Ensuring daily compliance with health and safety standards.

  • Controlling the work of OAs and Riders during the shift.

  • Knowing who to contact in an emergency.

Requirements to Qualify

  • Minimum 6 months in the OA role with good potential.

  • Working knowledge of English.

  • Flexible shift availability.

  • Understanding of health and safety requirements.

  • Trained BHV-er.

Ops Associate

Responsible for warehouse/inventory management and picking orders.

  • Picks products when an order is placed.

  • Performs daily checks as instructed (freshness, BBD, temperature).

  • Executes Rolling Inventory Checks and MHD checks.

  • Refills shelves according to the FIFO principle.

  • Organizes the entire backstock area.

  • Assists with receiving goods and supports Rider Operations during busy times.

Rider

Responsible for the safe and timely delivery of customer orders.

  • Accepts, delivers, and completes customer orders via the delivery app.

  • Follows the delivery route with no diversions.

  • Returns directly to the hub after delivery to take the next order.

  • Supports hub operations as directed (e.g., restocking, daily checks) when not on delivery.

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