Delivery Hero

5 days ago

Sr. Specialist Process Improvement

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Lead end-to-end CX process improvement by designing and maintaining SOPs across Customer Care. Drive measurable gains in customer experience and cost to serve using Lean Six Sigma and the DMAIC cycle, including pilots, rollouts, and iteration. Act as gatekeeper for new market initiatives by translating requirements and policies into updated SOPs via knowledge management. Partner with Product and Tech to shape business cases, feature requests, and deployments, and communicate outcomes and root-cause recommendations to leadership.

Location: Egypt

Workplace: Onsite

Employment Type: Contract · Permanent

Job Function: Communications, PR & Community

Seniority: Mid level

Key Responsibilities

•Design and develop SOPs and process maps to streamline handoffs, enhance quality, and improve consistency across markets.
•Own CX process improvement programs end-to-end, defining problems, running pilots, rolling out at scale, and iterating with DMAIC.
•Formulate business cases and feature requests based on operational insights and voice of the customer and agent feedback.
•Liaise with Product and Tech to deliver, configure, and deploy new features and update SOPs to reflect system changes.
•Communicate results and root-cause analyses to leadership and markets; capture learnings and partner with stakeholders to unblock execution.

Key Requirements

•5+ years of experience working in contact centers.
•Demonstrated experience applying Lean Six Sigma (or equivalent process improvement methodologies).
•Demonstrated experience in AI projects with partial or full automation projects.
•Experience leading projects end-to-end, including timelines, deliverables, and stakeholder communication.
•Proficiency creating SOPs and process maps using tools such as Visio, Figma, Miro (or similar).

Experience:5+ years

Skills:Critical thinkingData analysisWorkshop facilitationInfluencing without authorityWritten and verbal communication

Languages:English

Tech Stack:Lean Six SigmaDMAICAIVisioFigmaMiro

Company Brief

Delivery Hero

Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Berlin, Germany

Founded: 2011

Glassdoor: 3.4

Website LinkedIn Glassdoor

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Delivery Hero

5 days ago

Sr. Specialist Process Improvement

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Location: Egypt

Workplace: Onsite

Employment Type: Contract · Permanent

Job Function: Communications, PR & Community

Seniority: Mid level

Key Responsibilities

•Design and develop SOPs and process maps to streamline handoffs, enhance quality, and improve consistency across markets.
•Own CX process improvement programs end-to-end, defining problems, running pilots, rolling out at scale, and iterating with DMAIC.
•Formulate business cases and feature requests based on operational insights and voice of the customer and agent feedback.
•Liaise with Product and Tech to deliver, configure, and deploy new features and update SOPs to reflect system changes.
•Communicate results and root-cause analyses to leadership and markets; capture learnings and partner with stakeholders to unblock execution.

Key Requirements

•5+ years of experience working in contact centers.
•Demonstrated experience applying Lean Six Sigma (or equivalent process improvement methodologies).
•Demonstrated experience in AI projects with partial or full automation projects.
•Experience leading projects end-to-end, including timelines, deliverables, and stakeholder communication.
•Proficiency creating SOPs and process maps using tools such as Visio, Figma, Miro (or similar).

Experience:5+ years

Skills:Critical thinkingData analysisWorkshop facilitationInfluencing without authorityWritten and verbal communication

Languages:English

Tech Stack:Lean Six SigmaDMAICAIVisioFigmaMiro

Company Brief

Delivery Hero

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Berlin, Germany

Founded: 2011

Glassdoor: 3.4

Website LinkedIn Glassdoor