Operations Excellence Senior Manager

Company Description

Hunger Station 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 over 70+ 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.

To lead the design and execution of strategic initiatives to enhance operational efficiency and drive continuous improvement across the business. This senior leadership role is responsible for developing scalable processes, optimizing performance, and aligning operational strategy with business objectives. The ideal candidate will have a strong focus on strategy development, implementation, and cross‑functional collaboration to support the growth and long‑term success of the Operations division

• Develop and execute operational strategies that enhance efficiency, reduce costs, and support scalability.
• Align operational goals with the company’s overall business strategy and ensure cross‑functional teams are working toward shared objectives.
• Lead strategic initiatives to optimize core processes across logistics, fleet management, marketing, Fintech, product Ops and customer service.
• Drive operational innovation through automation, technology adoption, and process improvements.
• Ensure processes are scalable and adaptable to support business expansion.
• Establish and monitor KPIs to track and measure operational performance across key areas.
• Standardize processes and reporting systems to ensure consistency and transparency across the operations department.
• Conduct regular reviews and audits to assess adherence to best practices and identify areas for improvement.
• Lead cross‑functional projects that improve efficiency, reduce waste, and enhance customer satisfaction.
• Implement change management practices to ensure successful adoption of new processes, systems, or technologies.
• Develop and implement robust fraud prevention strategies.
• Analyze transaction data to identify patterns and anomalies.
• Collaborate with technology teams to enhance fraud detection algorithms.
• Train and educate operational staff on fraud prevention best practices.
• Continuously monitor and adapt fraud prevention measures.
• Analyze cancellation patterns to identify common reasons
• Implement measures to reduce cancellations
• Minimize the impact of cancellations on resources
• Investigate failed deliveries (e.g., incorrect addresses, customer unavailability).
• Enhance address validation during order placement.
• Implement real‑time tracking and communication features for customers and drivers.
• Leverage data analytics to identify wastage trends.
• Use predictive models to anticipate potential wastage scenarios.
• Implement self‑service options through our app or website. Automated chatbots can handle routine queries, reducing the need for human agents.
• Route inquiries to specialized agents based on their expertise. This ensures faster resolution and minimizes call duration.
• Performance Metrics:
  Monitor key metrics such as average handling time, first‑call resolution, and customer satisfaction. Continuously train agents to improve efficiency.
• Outsourcing Consideration:
  Evaluate outsourcing options for non‑core functions (e.g., after‑hours support) to reduce in‑house costs.
• Root Cause Analysis:
  Investigate the reasons behind customer complaints (e.g., late deliveries, incorrect orders). Address these issues at the source to prevent recurrence.
• Proactive Communication:
  Keep customers informed about order status, delays, and any issues. Transparency reduces the need for compensation.
• Tiered Compensation:
  Define clear guidelines for compensating customers (e.g., partial refunds, vouchers). Tailor compensation based on the severity of the issue.
• Feedback Loop:
  Collect feedback from customers and learn from their experiences. Use this insight to improve processes and minimize compensation situations.
• Lead efforts to automate manual processes within the delivery ecosystem.
• Evaluate and implement technology solutions (e.g., route optimization, order…