Delivery Hero
Internet
OperationalExcellenceProgramManager
Neural analysis suggests this role is
optimal for mid candidates.
“Operational Excellence Program Manager at Delivery Hero. Skills: program management, operational excellence, cross-functional coordination, stakeholder management, data analysis. Lead high-impact programs that drive operational efficiency, customer experience, vendor experience, and scalable growth by planning, executing, monitoring, and ensuring timely and high-quality delivery.. Develop clear program goals, milestones, and success criteria for assigned POCs, ensuring alignment with broader bus”
What You'll Achieve.
optimise operations and experience; scale service delivery; ensure 'Excellence' is a scalable, measurable, and sustainable reality; enhance operational and cost efficiency; improve the experience of customers, riders, and vendors; standardise best practices while safeguarding local nuances; support service transformation through structured, data-driven initiatives; contribute directly to the company’s global growth and success; meet and go beyond defined goals; achieve functional and organisational goals; ensure successful delivery of initiatives; drive consensus without direct authority; ensure consistent program execution; track the success of excellence initiatives and programs using data-driven metrics and analytics; identify improvement opportunities; ensure KPIs align with business objectives; measure program impact; develop mitigation strategies; scale best practices or establish new global models
Industry & Context.
problem-solving and analytical skills.
What They're Looking For.
Must Have
6+ years of experience in program management, operations, or process optimisation, with a focus on experience (customer, rider, vendor), service transformation, or operational excellence., understanding of program management methodologies and tools, with hands-on experience delivering complex projects., Exposure to managing cross-functional teams and initiatives, ideally in global or multi-market environments., Familiarity with change management frameworks and tools., Experience in developing and applying program management standards and governance., Proven ability to analyse data and use insights to drive decision-making and process improvement., Experience analysing large datasets using tools such as SQL, Excel, Python, or similar., Experience using data visualisation tools (e. g. Tableau, Power BI) to report on performance and identify trends., problem-solving and analytical skills., Excellent communication skills with the ability to engage stakeholders at all levels., Demonstrated ability to work collaboratively to achieve shared goals.
What You'll Do.
Lead high-impact programs that drive operational efficiency
and scalable growth by planning
and ensuring timely and high-quality delivery.
Develop clear program goals
and success criteria for assigned POCs
ensuring alignment with broader business strategy.
Use project management tools to track progress
and report on key KPIs to leadership and stakeholders.
Prioritise workstreams
coordinate dependencies
and course correction throughout the project lifecycle.
Monitor feedback from stakeholders and team members to adjust plans and ensure continuous progress throughout the change journey.
Implement new initiatives to meet and go beyond defined goals.
Operate in a matrix environment
translating strategy into execution while leading cross-functional teams through influence rather than formal hierarchy.
Act as a program-level leader for assigned POCs from OPEX
or functional teams for the duration of initiatives.
Provide guidance and support to teams within OPEX and stakeholders
helping them navigate complex projects and achieve functional and organisational goals.
Assist in tracking team progress and performance to ensure successful delivery of initiatives.
Provide structured input and feedback on POC performance within the context of the project
in collaboration with line managers.
Contribute to capability building and best practice sharing across the Experience Excellence community.
Effectively influence senior stakeholders and drive consensus without direct authority.
Work closely with senior leaders to ensure alignment and foster a collaborative culture of continuous improvement.
Support and challenge local markets to ensure consistent program execution while remaining pragmatic about local realities.
Play a key role in cross-functional programs as a POC of the CX & Service Ops organisation.
Track the success of excellence initiatives and programs using data-driven metrics and analytics.
Report on program performance
identify improvement opportunities
and ensure KPIs align with business objectives.
Define robust tracking mechanisms to monitor progress and measure program impact.
Prepare executive-ready updates
data-backed recommendations
and decision documents for leadership.
Proactively identify potential risks and develop mitigation strategies.
Contribute to post-implementation reviews and lessons learned.
Benchmark practices across Delivery Hero regions to scale best practices or establish new global models.
How You'll Work.
Team & Collaboration
Collaborate with cross-functional teams to manage timelines, risks, and resources, ensuring program objectives are met on time and within budget.; Operate in a matrix environment, translating strategy into execution while leading cross-functional teams through influence rather than formal hierarchy.; Provide guidance and support to teams within OPEX and stakeholders, helping them navigate complex projects and achieve functional and organisational goals.; Work closely with senior leaders to ensure alignment and foster a collaborative culture of continuous improvement.; Support and challenge local markets to ensure consistent program execution while remaining pragmatic about local realities.; Play a key role in cross-functional programs as a POC of the CX & Service Ops organisation.; Demonstrated ability to work collaboratively to achieve shared goals.
Communication Scope
Excellent communication skills with the ability to engage stakeholders at all levels.
Process & Methodology
planning, executing, monitoring, ensuring timely and high-quality delivery, developing clear program goals, milestones, and success criteria, managing timelines, risks, and resources, tracking progress, escalating issues, reporting on key KPIs, prioritising workstreams, coordinating dependencies, providing guidance, feedback, and course correction, adjusting plans, program management methodologies, delivering complex projects, developing and applying program management standards and governance
Full Job Description
A foodora a Delivery Hero Group, a világ vezető kiszállítási platformjának része. Küldetésünk, hogy fantasztikus rendelési élményt nyújtsunk – gyorsan, egyszerűen és egyenesen az ajtódhoz. Világszerte körülbelül 65 országban működünk. A Delivery Hero Group központja Berlinben, Németországban található, és 2017 óta jegyzik a frankfurti tőzsdén, valamint az MDAX részvényindex része. Are you passionate about driving impactful service transformation across global markets? As an Operations Excellence Program Manager, you will be pivotal in executing large-scale programs that optimise operations and experience, and scale service delivery across 17 markets in APAC, Europe, and Turkey. Your mission is to ensure that "Excellence" isn't just a goal, but a scalable, measurable, and sustainable reality across our entire service ecosystem. You will work closely with leadership to drive initiatives that enhance operational and cost efficiency, improve the experience of customers, riders, and vendors, standardise best practices while safeguarding local nuances, and support service transformation through structured, data-driven initiatives. This is an exciting opportunity to be part of a high-performing team, contributing directly to the company’s global growth and success. Program Management * Lead high-impact programs that drive operational efficiency, customer experience, vendor experience, and scalable growth by planning, executing, monitoring, and ensuring timely and high-quality delivery. * Develop clear program goals, milestones, and success criteria for assigned POCs, ensuring alignment with broader business strategy. * Collaborate with cross-functional teams to manage timelines, risks, and resources, ensuring program objectives are met on time and within budget. * Use project management tools to track progress, escalate issues, and report on key KPIs to leadership and stakeholders. * Prioritise workstreams, coordinate dependencies, and provide guidance, feedback, and cours
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