{"id":2494992,"url":"https://alion.io/job/delivery-hero-operational-excellence-senior-program-manager-customer","title":"Operational Excellence Senior Program Manager, Customer","company":{"id":3502,"name":"Delivery Hero","domain":"deliveryhero.com","url":"https://alion.io/company/delivery-hero","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":109,"ghost_share":0,"stale_share":0.991,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":14000,"max_usd":32000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":6387},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Power BI","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-10-14T02:25:48Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-26T04:27:15Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"foodpanda 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 around 65 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.\n Job Ref ID: JR0087492\nJob Description\nAre you passionate about driving impactful service transformation across global markets? As an Operations Excellence Program Manager, you will be pivotal in executing large-scale programs that optimise operations and experience, and scale service delivery across 17 markets in APAC, Europe, and Turkey. Your mission is to ensure that \"Excellence\" isn't just a goal, but a scalable, measurable, and sustainable reality across our entire service ecosystem.\nYou will work closely with leadership to drive initiatives that enhance operational and cost efficiency, improve the experience of customers, riders, and vendors, standardise best practices while safeguarding local nuances, and support service transformation through structured, data-driven initiatives. This is an exciting opportunity to be part of a high-performing team, contributing directly to the company’s global growth and success.\nProgram Management\nLead high-impact programs that drive operational efficiency, customer experience, vendor experience, and scalable growth by planning, executing, monitoring, and ensuring timely and high-quality delivery.\nDevelop clear program goals, milestones, and success criteria for assigned POCs, ensuring alignment with broader business strategy.\nCollaborate with cross-functional teams to manage timelines, risks, and resources, ensuring program objectives are met on time and within budget.\nUse project management tools to track progress, escalate issues, and report on key KPIs to leadership and stakeholders.\nPrioritise workstreams, coordinate dependencies, and provide guidance, feedback, and course correction throughout the project lifecycle.\nMonitor feedback from stakeholders and team members to adjust plans and ensure continuous progress throughout the change journey. Implement new initiatives to meet and go beyond defined goals. \nProject-Based Leadership & Team Enablement\nOperate in a matrix environment, translating strategy into execution while leading cross-functional teams through influence rather than formal hierarchy.\nAct as a program-level leader for assigned POCs from OPEX, local markets, or functional teams for the duration of initiatives.\nProvide guidance and support to teams within OPEX and stakeholders, helping them navigate complex projects and achieve functional and organisational goals.\nAssist in tracking team progress and performance to ensure successful delivery of initiatives.\nProvide structured input and feedback on POC performance within the context of the project, in collaboration with line managers.\nContribute to capability building and best practice sharing across the Experience Excellence community. \nStakeholder Management & Influence\nEffectively influence senior stakeholders and drive consensus without direct authority.\nWork closely with senior leaders to ensure alignment and foster a collaborative culture of continuous improvement.\nSupport and challenge local markets to ensure consistent program execution while remaining pragmatic about local realities.\nPlay a key role in cross-functional programs as a POC of the CX & Service Ops organisation. \nPerformance Tracking, Governance & Reporting\nTrack the success of excellence initiatives and programs using data-driven metrics and analytics. Report on program performance, identify improvement opportunities, and ensure KPIs align with business objectives.\nDefine robust tracking mechanisms to monitor progress and measure program impact.\nPrepare executive-ready updates, data-backed recommendations, and decision documents for leadership.\nProactively identify potential risks and develop mitigation strategies.\nContribute to post-implementation reviews and lessons learned.\nBenchmark practices across Delivery Hero regions to scale best practices or establish new global models.\n 6+ years of experience in program management, operations, or process optimisation, with a focus on experience (customer, rider, vendor), service transformation, or operational excellence.\nStrong understanding of program management methodologies and tools, with hands-on experience delivering complex projects.\nExposure to managing cross-functional teams and initiatives, ideally in global or multi-market environments.\nFamiliarity with change management frameworks and tools.\nExperience in developing and applying program management standards and governance.\nAnalytical & Technical Skills\nProven ability to analyse data and use insights to drive decision-making and process improvement.\nExperience analysing large datasets using tools such as SQL, Excel, Python, or similar.\nExperience using data visualisation tools (e.g. Tableau, Power BI) to report on performance and identify trends.\nCore Competencies\nStrong problem-solving and analytical skills.\nExcellent communication skills with the ability to engage stakeholders at all levels.\nDemonstrated ability to work collaboratively to achieve shared goals.","description_format":"text","description_chars":5307,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All 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