Operations Excellence Senior Manager📣 Job Ad

About the Role

HungerStation, part of the Delivery Hero Group, is seeking an Operations Excellence Senior Manager to lead strategic initiatives aimed at enhancing operational efficiency and driving continuous improvement. This full-time position is based in Riyadh, Saudi Arabia, and requires 5-10 years of experience.

Purpose of the Position

The Operations Excellence Senior Manager will be responsible for designing and executing strategies to optimize business operations. This role involves developing scalable processes, improving performance, and ensuring operational strategy aligns with overall business objectives. The focus is on strategy development, implementation, and cross-functional collaboration to support the growth of the Operations division.

Key Responsibilities

• Develop and execute operational strategies to enhance efficiency, reduce costs, and support scalability.
• Align operational goals with the company’s business strategy and ensure cross-functional team collaboration.
• Lead initiatives to optimize core processes across logistics, fleet management, marketing, Fintech, product operations, and customer service.
• Drive operational innovation through automation, technology adoption, and process improvements.
• Ensure processes are scalable and adaptable for business expansion.
• Establish and monitor Key Performance Indicators (KPIs) for operational performance.
• Standardize processes and reporting systems for consistency and transparency.
• Conduct regular reviews and audits to assess adherence to best practices and identify improvement areas.
• Lead cross-functional projects to improve efficiency, reduce waste, and enhance customer satisfaction.
• Implement change management practices for successful adoption of new processes or technologies.
• Develop and implement robust fraud prevention strategies, analyze transaction data, and collaborate with technology teams on detection algorithms.
• Analyze cancellation patterns, implement measures to reduce cancellations, and minimize their impact.
• Investigate failed deliveries, enhance address validation, and implement real-time tracking and communication features.
• Leverage data analytics to identify wastage trends and implement self-service options through the app or website.
• Manage customer service performance metrics, evaluate outsourcing options for non-core functions, and conduct root cause analysis for customer complaints.
• Implement proactive communication with customers, define tiered compensation guidelines, and establish a feedback loop for process improvement.
• Lead efforts to automate manual processes, evaluate and implement technology solutions, and monitor automation performance.
• Establish clear KPIs for compensation effectiveness and measure its impact on operational performance.

Strategy and Planning

• Contribute to the development and execution of Division Objectives and Key Results (OKRs), ensuring alignment with other functions.
• Make critical decisions supporting the Division’s strategic and tactical direction.
• Establish plans for respective functions/teams and provide input to support Division goals.
• Distribute tactical responsibilities to improve organizational succession readiness.
• Measure and track OKRs and metrics, taking corrective actions as necessary.

People and Budget Management

This role involves setting performance objectives, providing support, evaluating direct reports, and offering regular feedback. It also includes participating in talent identification and recruitment, providing clear direction, prioritizing tasks, and delegating responsibilities. The manager will oversee the budgeting cycle, ensure effective budget utilization, and report on progress and challenges. Strategies to achieve a positive financial impact for HungerStation and mitigate financial and operational risks will be formulated and implemented.

Qualifications and Experience

• 10-12 years of experience in operations, process improvement, or operational excellence roles.
• Strong knowledge of operational improvement methodologies.
• Strong problem-solving and advanced analytical skills.
• Leadership skills.
• Bachelor’s degree in business management or a related field.
• Black Belt Certification in Six Sigma and COPC Customer Experience Implementation Leader certification are preferable.