OPEX Process Specialist
Delivery Hero · Kuala Lumpur
Company Description
foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
Job Description
About the opportunity:
As a Senior Associate specializing in Customer Service (CS) process engineering, you will take ownership of process drafting, workflow optimization, and operational integrity across our regional CS platform. Beyond executing individual tasks, you will independently investigate and resolve complex, multi-market operational inefficiencies, build standardized CS processes and SOPs, and provide operational guidance to regional teams. You will own significant KPIs tied to process efficiency, operational quality, and process stability across multiple countries.
Responsibilities:
- Draft, design, and maintain end-to-end CS operational flows and SOPs, ensuring conditional logic correctly handles edge cases, failure paths, and regional nuances.
- Lead root-cause investigation of process breakdowns and operational bottlenecks across markets, tracing performance data without relying solely on manual feedback.
- Utilize data analytics tools to measure process effectiveness, monitor continuous improvement, and systematically prevent recurring process bugs.
- Own OKRs and KPIs tied to process performance and operational efficiency across multiple countries; monitor post-deployment impact and flag regressions early.
- Partner with Product, Regional Heads, and cross-functional stakeholders on CS harmonization efforts, ensuring process logic aligns with organizational goals.
- Serve as a key contact point and process escalation subject-matter expert between local business teams, central operations, and regional process excellence teams.
- Maintain and govern internal SOP repositories, documenting flow logic, known edge cases, and resolved process issues for team-wide reference.
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.
- Proven capability 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 and support journey data to inform process-logic decisions.
- Solid understanding of internal user tools, CS support ecosystems, and ticket routing logic.
- Prior exposure to customer experience platforms, help center support, or service process design.
- Excellent English communication skills, both written and spoken, with the ability to translate process flows for non-technical stakeholders.
- Strong hands-on problem-solving skills with a high drive to shake the status quo and adapt in dynamic, high-pressure environments.