Process Design Executive at Getir

Istanbul, Marmara Region, Turkey -

Full Time

Start Date

Immediate

Expiry Date

20 May, 26

Salary

0.0

Posted On

19 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Process Design, Customer Service Process Optimization, Customer Journey Mapping, Self-Service Enablement, Automation, Conversational Flow Design, Root-Cause Analysis, Data Analysis, CSAT Improvement, FCR Improvement, AHT Improvement, Cross-functional Collaboration, Feasibility Studies, Cost-Benefit Analysis, Process Mapping, Change Management

Industry

technology;Information and Internet

Description

We're Getir, the pioneers of super fast delivery. Our founding idea: Groceries in minutes, delivered to your door through our app. Now offering more delivery models across different locations, our goals are made possible by our one-of-a-kind business model with our unique technology at its core. Our rapidly growing environment is the perfect opportunity to take initiative and create your legacy. What You'll Be Doing? Design and optimize end-to-end customer service and customer experience processes across all channels (chat, voice, email, in-app) Map customer journeys, identify friction points and reduce contact reasons by enabling self-service and automation Design conversational flows for chatbot, voice bot and AI-assisted support systems and build human-handover journeys Identify operational improvement opportunities and lead process improvement initiatives Perform root-cause analysis using detailed data analysis and generate actionable solutions Improve key service metrics (CSAT, FCR, NTR, Contact Rate, AHT) through process redesign and automation Collaborate with Product, Data and Technology teams to develop scalable and sustainable solutions Conduct feasibility studies and cost-benefit analyses for new processes and operating models Design escalation, recovery and compensation flows for service failures Monitor and improve bot performance metrics (containment, fallback, handover) and continuously enhance AI accuracy What You'll Bring? Strong experience in analyzing business and operational processes to drive efficiency and cost optimization Ability to establish process standards, governance and best practices across the organization Experience evaluating performance through data analysis and transforming insights into strategic actions Knowledge of customer experience management and operational KPI improvement methodologies Experience in automation, self-service and AI-driven support solutions Experience coordinating end-to-end improvement projects across multiple departments Proactive mindset in identifying risks and preventing operational disruptions Ability to manage cross-functional stakeholders and lead change management initiatives Experience contributing to digital transformation and automation initiative Ability to document processes and train teams to ensure sustainable adoption Hands-on experience with process mapping and design tools (Figma /FigJam, Miro, Draw.io or similar) Experience with CRM platforms (Salesforce is a plus) You as a Getirian You are a good person first, everything else is secondary. You are a champion of growth, and actively strive to be the best version of yourself, for you and your team. You value diversity, and embrace ideas over hierarchy. You aren't afraid to learn and re-learn at Getir speed. You are an initiator, in charge of your own story and your legacy. Benefits Hybrid working model Once-in-a-career opportunity to make an impact in one of the fastest-growing mobile-commerce businesses in the world. Take charge of your own career growth with us through professional development opportunities! We really mean it when we say that upward and sideways mobility are some of our favorite terms. Health insurance (family included) Meal card Competitive salary For detailed information on how we process your personal data, please review our Candidate Clarification Text (http://static.getir.com/candidate/index_en.html).

Responsibilities

The role involves designing and optimizing end-to-end customer service and experience processes across all channels, including mapping customer journeys and reducing contact reasons through self-service and automation. Responsibilities also include designing conversational flows for bots, leading operational improvement initiatives, and improving key service metrics via process redesign.