We’re looking for an experienced, execution-driven Operations Excellence Director to own the end-to-end excellence agenda for Service Operations. You will set the multi-year roadmap and lead cross-functional execution across cost & policy governance (refunds/compensation), fraud strategy, process and automation, experience analytics, data infrastructure & insights, and workforce/BPO partnership strategy—improving customer/vendor/rider experience while protecting unit economics and reducing operational risk.
What you’ll be doing
Business Processes & Automations
- Own Service Ops process excellence: end-to-end SOPs, escalation frameworks, quality loops, and process documentation standards.
- Manage the tools, systems, and integrations used by Service Ops, ensuring they are effective, scalable, and reliable.
- Own Help Center flows and self-serve process optimization in partnership with Product/UX/Content.
- Lead automation initiatives (workflow, routing, templates/macros, AI/assist tooling where relevant) with clear ROI.
Experience Analytics
- Lead analysis of user, vendor, and rider experience, identifying pain points and translating insights into prioritized initiatives.
- Drive cross-functional programs (Ops, Product, Commercial, CX, Logistics) to improve experience and reduce contacts.
- Build a clear voice-of-customer / voice-of-operations mechanism (themes, root causes, decision logs).
Fraud Management
- Own and continuously optimize compensation and refund policies, including governance, thresholds, approvals, and auditability.
- Manage the Service Ops P&L levers linked to refunds/compensation (e.g., incidence reduction, partner chargebacks/recoveries, adherence gaps).
- Define and execute the fraud strategy: detect, prevent, investigate, and close policy/tool gaps that enable abuse.
- Partner closely with Legal, Risk, Finance, Product, and Ops to ensure policies are fair, compliant, and economically sound.
Service Operations Data & Analytics
- Own the Service Ops data infrastructure and reporting layer: dashboards, pipelines, metric definitions, and business logic governance.
- Ensure data is trusted and usable (single source of truth, consistent KPIs, strong QA and documentation).
- Provide insights and decision support for Service Ops leadership, including forecasting inputs, efficiency deep-dives, and performance narratives.
Workforce & BPO Partnerships Strategy
- Own the in-house vs BPO split strategy and the operating model behind it.
- Lead BPO vendor performance management, contract renewals, pricing negotiations, onboarding of new vendors (incl. procurement process), and regular BPO business reviews.
- Ensure BPOs operate as a seamless extension of in-house teams (SOPs, quality standards, coaching, governance, escalation, knowledge management).
Leadership & people management
- Lead multiple teams through managers, building a high-performing culture with strong accountability.
- Set clear priorities, operating rhythms (QBRs/MBRs), and performance standards across all sub-pillars.
- Develop talent: succession planning, capability building (analytics, process excellence, vendor management, fraud/risk), and strong stakeholder presence.
- 10+ years in Operations Excellence / Service Operations / Process Excellence / Strategy & Ops (high-volume environments preferred).
- Proven ownership of cost levers: refunds/compensation governance, leakage reduction, productivity, savings delivery.
- Strong process excellence toolkit: SOP governance, process redesign, continuous improvement methods.
- Tooling & automation: systems ownership, integrations, Help Center/self-serve optimization.
- Data & analytics fluency: KPI design, dashboard requirements, metric governance, data quality.
- BPO/vendor management: pricing/commercials, SLAs, QBRs, onboarding, negotiations.
- Strong Microsoft Office skills (Excel, PowerPoint, Outlook).
- Exceptional communication (written, verbal, presentations).
- Strategic prioritization and structured problem-solving; strong judgment and ownership.
- Senior stakeholder influence and cross-functional leadership.
- People leadership: coaching, accountability, talent development.
- Comfort with ambiguity and fast-paced, scaling environments; collaborative and hands-on.
Nice to have
- Project Management certification, such as Prince PMI 2.
- Fraud/risk program exposure in a digital marketplace environment.
- Experience with Help Center / self-serve strategy and contact-deflection programs.
- Familiarity with modern CX tooling ecosystems (CRM/ticketing, QA, knowledge base, workforce tools, BI stack).
We recognize good work and we want our people to feel appreciated! That’s why we offer an attractive remuneration package for what you bring in! 💰
We share a passion for food, so you will certainly appreciate the ticket restaurant card 💳 to spend in restaurants and/or food supplies. We are efooders after all!
We take care of you with Private Medical & Life Insurance from day #1 to keep you healthy and safe! 🍎
We prioritize your mental health 🧠 and offer round-the-clock access to an online mental health platform. You can schedule unlimited therapy sessions with certified psychologists and coaching sessions with experienced coaches.
We want you to grow with us 🚀 ! And to help you keep improving, we provide you access to our online training platform where you can study 📖 topics for your personal and professional growth!
Are you a cappuccino lover ☕? Do you desperately want a cookie? Our inhouse cafeteria got you covered!
If you want to stay in shape 🏋️ , our in-house gym awaits you fully equipped!
We are passionate about exploring, growing & learning and our Global Mobility plan is created to help our people find their purpose around the world! 🌎
Saving for the future? We’ve got your back! Our Pension Plan helps you invest in tomorrow while you enjoy today! 💼
Life @efood:
At efood, no day is the same as the day before!
At efood, we constantly have chances to raise the bar improving, innovating, and challenging ourselves to grow! 🏔️
We take ownership of what we do, embracing challenges, and making things happen! ✔️
We move with pace to deliver value fast, which keeps us ahead, always balancing speed with quality! 🚀
We stay humble ❤️ as we grow and dive deep🔍 in situations, asking questions & exploring beyond the surface to get the best solutions!
We bring good vibes by lifting each other up, focusing on what’s possible, and being the kind of teammate everyone wants on their side! 🙏
We’re a fast-growing, dynamic team where every efooder has the opportunity to shine, grow, and be part of something exciting.
Hungry enough to join us?
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