Operational Excellence Program Manager, Customer

Delivery Hero
Budapest
Workplace: HybridFull timeFunction: Program & Project Management (PMO)Experience: 6+ yearsSkills: ["Problem-solving","Communication","Collaboration","Stakeholder management","Analytical thinking"]

Lead large-scale operational excellence programs across 17 markets to improve customer, rider, and vendor experience while optimizing cost and efficiency. Own program goals, milestones, governance, and KPI reporting, using data and analytics to track progress and drive continuous improvement. Coordinate cross-functional teams in a matrix environment, manage timelines, risks, and resources, and enable POCs and local markets to standardize best practices with measurable, sustainable outcomes.

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FursaFursa
Delivery Hero
Delivery Hero
1 day ago

Operational Excellence Program Manager, Customer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Lead large-scale operational excellence programs across 17 markets to improve customer, rider, and vendor experience while optimizing cost and efficiency. Own program goals, milestones, governance, and KPI reporting, using data and analytics to track progress and drive continuous improvement. Coordinate cross-functional teams in a matrix environment, manage timelines, risks, and resources, and enable POCs and local markets to standardize best practices with measurable, sustainable outcomes.
Location: Budapest
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Program & Project Management (PMO)
Seniority: Mid level

Key Responsibilities

  • •Plan, execute, monitor, and ensure timely delivery of programs that drive operational efficiency, customer experience, vendor experience, and scalable growth.
  • •Define program goals, milestones, and success criteria for POCs and align them with broader business strategy.
  • •Collaborate cross-functionally to manage timelines, risks, and resources; prioritize workstreams and provide guidance and course correction.
  • •Track initiative performance using data-driven metrics and analytics, and report executive-ready updates and recommendations tied to business objectives.
  • •Operate in a matrix environment to influence stakeholders, support local markets with consistent execution, and enable capability building through best-practice sharing.

Pay and Benefits

Perks:Health InsuranceLife InsurancePaid LeaveLearning BudgetMeal Vouchers

Key Requirements

  • •6+ years of experience in program management, operations, or process optimization focused on experience, service transformation, or operational excellence.
  • •Strong hands-on knowledge of program management methodologies and tools for delivering complex projects.
  • •Experience managing cross-functional teams and initiatives, ideally in global or multi-market environments.
  • •Familiarity with change management frameworks and tools.
  • •Experience developing program management standards and governance, with analytical and decision-making skills.
Experience:6+ yearsProgram managementOperationsProcess optimizationService transformation
Skills:Problem-solvingCommunicationCollaborationStakeholder managementAnalytical thinking
Languages:English
Tech Stack:SQLExcelPythonTableauPower BI

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
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Glassdoor: 3.4
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