Operation Excellence Manager; Grocery & Marketplace Vertical

About the Role

Every order tells a story — accepted, picked, checked out, delivered, and sometimes returned. We're looking for a Operation Excellence Manager (Grocery & Marketplace Vertical) to define how we measure and improve that story end-to-end, at platform scale.

• Architect the operation excellence governance metric system — map the full order lifecycle (order acceptance → delivery → returns & refunds), identify the core metric at every stage, and define both order-tracked metrics (out-of-stock rate, order cancellation rate, search out-of-zone rate) and non-order-tracked metrics (picker fraud, offline service disputes, and beyond)
• Own strategy for core scenarios — design and output actionable strategies for our toughest operational moments: large orders, picking, checkout, reverse logistics, out-of-stock, and abnormal ATA (arrival-time) cases
• Turn data into decisions — interpret complex data, locate root causes through the metrics you built, and deliver strategy recommendations that product, tech, and ops teams can actually execute
• Build mechanisms, not one-off fixes — drive cross-functional teams to solve experience problems jointly, and codify the outcomes into repeatable, enforceable governance mechanisms

• Bachelor's degree or above
• at least 5-7 years of operations excellence in e-commerce, instant retail (Q-commerce), or food delivery platforms or similar
• Deep familiarity with end-to-end order operations — you know exactly where the order chain breaks and which metric proves it
• Proven ability to build core metric frameworks from zero: identifying key stages and defining the metrics that matter, including OOS rate, cancellation rate, picker fraud, and service disputes
• Excellent analytical and problem-solving skills — you can read complex data, find the root cause, and translate it into a strategy recommendation