Senior Operations Excellence Specialist

About the role

efood, part of the Delivery Hero Group, is looking for a Senior Operations Excellence Specialist to join its Operations team. Working closely with the Senior Ops Excellence Manager and Ops Excellence Director, you will analyze, optimize and improve operational processes across the Vendor and Rider Service areas, helping eliminate bottlenecks and standardize operations.

Key responsibilities

• Lead the documentation, development and continuous improvement of the Help Center experience for users and vendors
• Identify, collect and manage optimization requests for new and existing processes
• Analyze and improve current workflows to boost service quality and efficiency
• Collaborate with stakeholders, team leaders and department heads to align with operational standards
• Oversee the full lifecycle of new processes, from ideation and design to implementation and evaluation
• Run data-driven process analysis and propose improvements
• Act as the single point of contact for operations process matters across teams
• Perform gap analyses of documentation and ensure timely updates
• Facilitate knowledge sharing and best practice discussions with Delivery Hero teams
• Provide weekly updates and planning insights on Vendor and Rider Services performance

Required profile

• Bachelor's degree; a background in Economics or a related field is a strong plus
• At least 3-5 years of experience in Operations or a closely related department
• Fluent spoken and written English
• Excellent communication, presentation and stakeholder management skills
• Strong analytical and organizational skills, attention to detail, and a proactive, autonomous approach

Required skills

• Experience with CRM tools (e.g. Siebel, Salesforce) is a plus
• Familiarity with collaboration and diagramming tools such as Miro and Lucidchart is a plus

What we offer

• Remuneration package, ticket restaurant card, private medical and life insurance
• Online mental health platform with unlimited therapy and coaching sessions
• Online training platform, pension plan and childcare allowance
• In-house cafeteria and gym, global mobility plan, and a free efood Pro subscription