Service Operations Manager

1 Month ago • 6-8 Years • Operations

Job Summary

Job Description

foodora, a Delivery Hero Group company, is a leading global delivery platform focused on providing an excellent ordering experience. This Service Operations Manager role oversees all operational aspects to ensure efficiency, productivity, and quality. The manager will drive continuous improvement and strategic direction, cultivating a culture of excellence. Key responsibilities include guiding teams on operational issues, managing in-house and BPO teams, defining team standards, optimizing resource allocation, and establishing OKRs and KPIs to enhance service satisfaction. The role involves developing and executing strategic initiatives, leading continuous improvement efforts through data analysis, and fostering a culture aligned with foodora values.
Must have:
  • 6-8 years experience in contact center
  • 5 years team management experience
  • Excellent English communication skills
  • Proficient in Google Suite or Microsoft tools
  • Strong attention to detail
  • Excellent leadership and team management skills
  • Analytical mindset
  • Track record of achieving performance objectives
Good to have:
  • Experience in e-commerce, quick commerce, or tech
  • Familiarity with operations tools and technologies
  • Project management experience
  • Experience with budgeting and financial management
  • Knowledge of COPC implementation
  • Six Sigma Green Belt certification
  • Basic knowledge of SQL

Job Details

Company Description

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.

Job Description

We are seeking an Service Operations Manager to oversee all operational aspects, ensuring efficiency, productivity, and outstanding quality. You will focus on continuous improvement, strategic direction, and leadership, cultivating a culture of excellence within the operations team. This role is pivotal in driving innovative strategies and operational performance improvements, ensuring service quality, and maintaining process adherence to achieve operational excellence.

 

WHAT YOU WILL OWN:

  • Provide day to day guidance to People Leaders in the sub-department(s)/ team(s) on complex operational issues

  • Lead and manage in-house and BPO teams to achieve service delivery goals.

  • Define team standards and optimize resource allocation for exceptional service delivery and performance, enhancing efficiency and productivity.

  • Establish, monitor, and drive OKRs and KPIs to enhance service satisfaction across in-house and BPO teams.

  • Develop and execute strategic initiatives to optimize operations and improve service efficiency.

  • Lead continuous improvement efforts by analyzing data and feedback to identify opportunities for improving service effectiveness, increasing customer satisfaction, and boosting overall team performance.

  • Provide clear direction and guidance to implement strategies aligned with business goals.

  • Foster a culture that is aligned with foodora values.

  • Define bonus and penalty metrics for BPO partners aligned with OKRs and KPIs.

  • Build and sustain productive relationships with stakeholders to ensure alignment and garner support for operational goals.

  • Proactively notify management and stakeholders on operational updates, achievements, and challenges clearly and effectively.

  • Collaborate with cross-functional teams to integrate - customer, partner, and rider - centric initiatives across all business functions, proactively resolving issues and devising strategies to meet objectives.

  • Review data submission and utilize data analytics to monitor performance metrics, identify improvement areas, and inform strategic decisions.

  • Prepare comprehensive reports on operational performance, highlighting key metrics, trends, achievements, challenges and recommendations.

  • Stay informed on industry trends, emerging technologies, and competitive landscape to drive innovation.

  • Lead project strategies aimed at achieving operational targets and enhancing service delivery processes.

  • Monitor project timelines, budgets, and resource allocations to ensure successful implementation and project success.


 

Qualifications

  • Diploma, Degree, or professional qualification in any field preferred.

  • Must have at least 6 - 8 years of experience in contact center environment with at least 5 years of team management experience, preferably within e-commerce, quick commerce, or tech industries.

  • Excellent communication skills in English, both written and verbal, with the ability to effectively communicate with external and internal stakeholders.

  • Proficient in Google Suite or Microsoft tools.

  • Familiarity with operations tools and technologies, with the ability to implement and navigate them effectively.

  • Strong attention to detail and exceptional organizational abilities.

  • Excellent leadership and team management skills.

  • Thrives in a high paced, fast-moving environment and can make quick, assertive decisions.

  • Excellent communication and interpersonal skills.

  • Analytical mindset to solve complex problems and derive actionable insights from large datasets.

  • Track record of achieving performance objectives and driving operational improvement

  • Project management experience is advantageous.

  • Experience with budgeting and financial management.

  • Knowledge of COPC implementation.

  • Six Sigma Green Belt certification.

  • Basic knowledge of SQL.

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