A foodora, a Delivery Hero Group része, mely a világ úttörő kézbesítési platformja. Küldetésünk, hogy fantasztikus rendelési élményt nyújtsunk– gyorsan, egyszerűen és egészen az ajtóig. Világszerte több, mint 70 országban működünk. A Delivery Hero Group székhelye Berlinben, Németországban található, továbbá 2017 óta szerepel a frankfurti tőzsdén, és az MDAX tőzsdeindex része.

The Director of Service Excellence drives operational excellence, innovation, and continuous improvement across the site. The role oversees end-to-end site support operations for our customers, vendors, and riders. Fosters a culture of high performance and collaboration, partnering with regional and local teams to optimize processes, improve efficiencies, and deliver exceptional results. This role also focuses on talent development and building best practices that can be scaled across the organization.

Key Responsibilities:

1. Strategic Site Leadership: Develop and execute a comprehensive strategy for the CoE site to support business goals and ensure alignment with organizational standards. Oversee day-to-day operations, ensuring that the site meets or exceeds performance and quality benchmarks.

2. Process Optimization and Continuous Improvement: Identify, design, and implement process improvements to enhance efficiency, reduce costs, and optimize site performance. Use data-driven insights and lean methodologies to identify bottlenecks, streamline workflows, and foster a continuous improvement mindset.

3. Stakeholder Management & Relationship: Partner closely with functional teams (Marketplace Experience, Agent Enablement, etc.) to ensure alignment of site goals with overall organizational objectives. Collaborate with cross-functional leaders to develop scalable best practices and foster knowledge-sharing across sites.

4. Performance Management: Define KPIs and metrics for the site, regularly monitoring and reporting performance against targets. Monitor quality assurance and regularly review site performance to ensure adherence to standards and continuous improvement.

5. Leadership & Development: Lead, mentor, and develop a high-performing team, creating clear performance expectations and growth opportunities. Identify skill gaps and drive talent development programs, including training, and coaching.

6. Innovation and Best Practice Sharing: Capture and document best practices, developing a repository of knowledge to facilitate learning and standardization across CoE sites. Drive pilot projects and proof-of-concept initiatives to test new ideas, sharing successes and learnings with the broader organization.

What You Bring to the Team:

• Relevant experience in support operations management, leading large operational sites, ideally within a high-growth or tech-driven company.

• Technical Skills: Strong understanding of operational KPIs, process optimization techniques, and data analytics.

• Leadership Skills: Proven track record of leading large teams, managing complex operations, and creating a culture of accountability and continuous improvement.

• Analytical Skills: Ability to leverage data for decision-making, identifying trends and performance gaps to inform strategy and improvement efforts.

• Communication Skills: Excellent interpersonal and communication skills, with the ability to build relationships and influence stakeholders at all levels.

• Problem-Solving Ability: Demonstrated ability to tackle complex challenges with a solution-oriented mindset and make decisions under pressure.

About Delivery Hero

Delivery Hero is the world’s leading local delivery platform, operating in around 70 countries across Asia, Europe, Latin America, the Middle East, and Africa. We started as a food delivery service in 2011, and today we run our own delivery platform on four continents. We’re pioneering innovative solutions in the world of delivery, offering impactful experiences for our users across diverse marketplaces.