OPEX Process Specialist

Delivery Hero
Kuala Lumpur
Workplace: OnsiteFull timeFunction: Communications, PR & CommunityExperience: 3+ yearsEducation: bachelorsSkills: ["Root cause analysis","Analytical thinking","Problem-solving","Stakeholder communication"]

Own the drafting and optimization of end-to-end customer service (CS) operational flows and SOPs across Delivery Hero’s regional CS platform. Investigate multi-market process breakdowns, analyze performance data, and prevent recurring process issues using data analytics and continuous improvement methods. Drive KPI/OKR performance across multiple countries, partner with Product and regional teams on CS harmonization, and maintain governed SOP repositories and escalation support.

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Delivery Hero
Delivery Hero
1 day ago

OPEX Process Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live
Reposted: similar role first listed 2 days ago

Job Summary

Own the drafting and optimization of end-to-end customer service (CS) operational flows and SOPs across Delivery Hero’s regional CS platform. Investigate multi-market process breakdowns, analyze performance data, and prevent recurring process issues using data analytics and continuous improvement methods. Drive KPI/OKR performance across multiple countries, partner with Product and regional teams on CS harmonization, and maintain governed SOP repositories and escalation support.
Location: Kuala Lumpur
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

Key Responsibilities

  • •Draft, design, and maintain end-to-end CS operational flows and SOPs, including correct handling of edge cases and regional nuances.
  • •Lead root-cause investigations of process breakdowns and operational bottlenecks across markets using performance data.
  • •Use data analytics tools to measure process effectiveness, monitor continuous improvement, and prevent recurring process bugs.
  • •Own OKRs and KPIs for process performance and operational efficiency across multiple countries, monitoring post-deployment impact and regressions.
  • •Partner with Product, Regional Heads, and cross-functional stakeholders to harmonize CS processes and govern internal SOP repositories.

Key Requirements

  • •3+ years of relevant experience in operations strategy, process excellence, or CS process design within tech or logistics companies.
  • •Bachelor’s degree from a leading university.
  • •Ability to draft, document, and structure end-to-end CS operational workflows and SOPs.
  • •Familiarity with process improvement methodologies such as Agile, Lean, Six Sigma, or Kaizen.
  • •Strong analytical proficiency for investigating operational/support-journey data to inform process-logic decisions.
Experience:3+ yearsTechLogistics
Education:Bachelor's
Skills:Root cause analysisAnalytical thinkingProblem-solvingStakeholder communication
Languages:English

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
Glassdoor: 3.4
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