BASIC QUALIFICATIONS

• 5+ years of experience in strategy, operations, or program management, ideally in a matrixed or global organization
• Proven track record of leading cross-functional programs and driving them to completion with measurable results
• Strong analytical skills - able to translate complex data into actionable insights
• Demonstrated ability to work autonomously and manage multiple priorities in a fast-paced environmentPassion for improving customer experience through operational excellence

PREFERRED QUALIFICATIONS

• International experience working across regions or markets
• Experience rolling out governance models and strategic planning processes
• Exposure to global-first strategy or product enablement frameworks
• Comfort navigating ambiguity and bringing clarity and structure to evolving challenges
• Familiarity with financial performance metrics in an operations context (e.g., cost per trip, support cost reduction)

ABOUT THE ROLE

As part of the Strategic Programs team for Delivery CommOps, you will act as a strategic partner to bring consistency and harmony across the different CommOps Customer teams, playing a key role in bringing together our regional and central teams to delivery our broader delivery support strategy.
As part of your role, you will also lead an evolving portfolio of strategic initiatives and/or processes to improve and optimise our operations and programs management. The scope will be EMEA-wide and across Delivery personas: Consumers, Delivery Partners and Merchants. You will have end-to-end responsibility from scoping to final delivery, delivering deep into data and managing a broad network of stakeholders in the process.
The ideal candidate is passionate about providing a stellar customer experience, is keenly focused on operational efficiency, is highly skilled at strategic thinking and project management, aims to be an enabler of the organisation by setting up and overseeing the teams’ governance and will rely on thought leadership to influence and drive meaningful results across the organisation.

WHAT YOU’LL DO

• Shape our planning and governance model by driving bi-annual planning cycles and improving how we set and measure priorities.
• Drive end-to-end accountability for cross-functional initiatives with clear success metrics, timelines, and stakeholder buy-in.
• Lead the delivery governance process, creating clarity in how the team works together and collaborates with cross-functional stakeholders.Optimize performance by analyzing key metrics (especially financial performance) and identifying areas of improvement across Delivery CommOps.