Operations Excellence Senior Manager

About the Company

HungerStation is part of Delivery Hero Group, a global local-delivery platform operating in more than 70 countries. Delivery Hero is headquartered in Berlin, Germany, has been listed on the Frankfurt Stock Exchange since 2017, and is included in the MDAX index.

Role Purpose

This senior leadership position focuses on designing and rolling out strategic programs that improve operational efficiency and support continuous improvement across the business. The role is accountable for building scalable processes, improving performance, and keeping operations aligned with business goals to support long-term growth.

What You'll Do

• Create and implement operating strategies that improve efficiency, lower costs, and allow the business to scale.
• Ensure operational priorities stay aligned with the broader company strategy and that teams across functions work toward common goals.
• Steer strategic programs that improve key processes across logistics, fleet management, marketing, fintech, product operations, and customer service.
• Promote innovation in operations through automation, technology adoption, and process redesign.
• Build processes that can grow and adapt alongside business expansion.
• Define, track, and review KPIs to measure performance in critical operational areas.
• Standardize workflows and reporting structures to improve consistency and visibility across the operations organization.
• Run regular audits and reviews to check compliance with best practices and uncover improvement opportunities.
• Lead cross-functional initiatives that raise efficiency, reduce waste, and improve customer satisfaction.
• Manage change adoption when introducing new systems, processes, or technology.
• Design and deploy strong fraud-prevention measures.
• Study transaction data to spot suspicious patterns and anomalies.
• Work with technology teams to improve fraud-detection models and algorithms.
• Train operational teams on fraud-prevention practices.
• Continuously review and refine fraud controls.
• Examine cancellation trends to understand the main causes.
• Put measures in place to reduce cancellations and limit their operational impact.
• Investigate failed deliveries, including wrong addresses and customer unavailability.
• Improve address validation during checkout and order placement.
• Introduce real-time tracking and communication tools for customers and drivers.
• Use analytics to identify waste patterns and trends.
• Apply predictive approaches to anticipate likely wastage scenarios.
• Expand self-service through the app and website, including chatbot support for routine queries.
• Route requests to the right specialists to speed up resolution and shorten handling time.
• Track service metrics such as average handling time, first-call resolution, and customer satisfaction, and coach agents to improve performance.
• Assess outsourcing options for non-core activities, such as after-hours support, to control costs.
• Perform root-cause analysis on customer complaints such as late deliveries and incorrect orders, and fix the underlying issues.
• Keep customers informed about order progress, delays, and other issues to reduce compensation needs.
• Define a tiered compensation framework, including partial refunds and vouchers, based on issue severity.
• Collect and use customer feedback to improve processes and reduce recurring compensation cases.
• Drive automation of manual work across the delivery ecosystem.
• Evaluate and implement tools such as route optimization and order tracking solutions.
• Improve customer self-service through intuitive app features.
• Monitor automation outcomes and refine solutions continuously.
• Set clear KPIs to evaluate compensation effectiveness and its operational impact.

Strategy and Planning

• Contribute to the Division’s ABCs and OKRs while ensuring alignment with other function heads.
• Make key decisions that shape strategic and tactical direction for the division.
• Set plans for the relevant teams and provide inputs that support division-wide goals.
• Delegate tactical responsibilities to emerging leaders to strengthen succession readiness over time.
• Track OKRs and related metrics closely, and take corrective action when needed.

People Management

• Set performance goals, support direct reports, evaluate results, and provide regular feedback.
• Take part in identifying and hiring important talent for the function.
• Give clear direction, prioritize work, delegate tasks, and monitor workflow.
• Encourage team members to contribute ideas, take part in improvements, and share knowledge.

Budget Management

• Own the budgeting cycle and contribute to budget planning.
• Use the function’s budget effectively and report progress and challenges accurately.
• Identify and recommend strategies that create positive financial impact for HS.
• Manage reporting-related departments within budget and provide accurate updates on progress and challenges.
• Develop approaches that improve financial outcomes while reducing financial and operational risks.

Governance and Resilience

• Follow all policies, procedures, and processes so work is carried out in a controlled and consistent way.
• Support ongoing improvement of processes and practices to increase effectiveness.
• Help maintain a high-performance culture and promote HS values.

Qualifications

The role calls for deep experience in operational excellence, strong analytical and problem-solving ability, and confident leadership in a senior environment.

Additional Information

This position is based in Riyadh, Riyadh, Saudi Arabia and is a full-time on-site role.

The company name is HungerStation, part of Delivery Hero Group.

No stipend or salary amount was provided in the source.

Black Belt Certification in Six Sigma and COPC Customer Experience Implementation Leader certification are preferred.

The organization emphasizes controlled execution, continuous improvement, and a high-performance environment.

Openings were not specified.

Application deadline, start date, and duration were not provided.

This is not an internship role.