Senior Specialist, Process Excellence in Berlin bei Delivery Hero

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We are looking for a Senior Specialist, Process Excellence (f/m/d) to join our European business. Delivery Hero Europe consists of 9 different country organizations and is led by a regional leadership team out of Berlin. Delivery Hero’s businesses in Europe are growing rapidly and occupy leading positions.

Your mission:

• You work closely together with the European and country teams, to understand business challenges and work on driving process improvements in collaboration with them

• You drive key topics across Customer/Vendor/Rider experience from service operations that help take our Ops & Contact Center to the next level

• Conduct quantitative and qualitative deep-dives on key processes across various verticals (Restaurants, Darkstores, Shops and more) to identify actionable insights

• Ownership of Key Metrics and focus on operational / process KPI improvement from the region

• Monitoring process adherence & effectiveness through data driven analysis alongside presenting improvement measures

• Design and deploy Process Improvement framework by gathering requirements from stakeholders

• Drive Top down opportunity identification workshops and bottom up ideation initiatives for creation of high impact pipeline of process improvement opportunities

• Correlating with cross-functional stakeholders to suggest data driven improvements and drive changes

• Mentor/Lead Process Improvement projects to enable the operations resources to implement improvement through structured approach

• You have a hands-on approach and love going into details to better understand and shape solutions to our daily operational needs

Your heroic skills:

• 3+ years relevant experience working in customer or partner operations and/or contact Center environments

• You have at least a Bachelor’s degree from a leading university

• You are highly passionate about increasing efficiency & creating scalable processes; and have experience to back it up

• Understanding of Lean and Agile methodologies

• You are a doer and a free thinker. You accept and adapt constantly to change

• You have a hands-on mentality, drive, and exceptional analytical skills

• You are comfortable and have the ability to achieve goals in a dynamic and high pressure, entrepreneurial environment and are capable of shaking the status quo

• Excellent English communication skills, both written and spoken. (German not required)