Senior Director Service Operations
Senior Director Service Operations
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Job Description
The Senior Director Service Operations is a key leadership role responsible for overseeing and optimizing the operational functions of CX & Service Operations across APAC and EU regions. This includes strategic ownership of Workforce Management (WFM) Agent Enablement (training quality and content) and Business Process Outsourcing (BPO) Management. This leader will ensure excellence in service delivery through strategic planning workforce optimization vendor management and continuous process improvement.
This role demands strong strategic thinking operational expertise and leadership capabilities to align crossfunctional teams and drive impactful results in a complex highgrowth environment.
Responsibilities
Work Force Management (WFM)
- Develop and oversee the WFM strategy to ensure optimal staffing and resource allocation across APAC and EU regions.
- Lead business planning and forecasting processes to align workforce needs with business objectives.
- Establish and monitor staffing models ensuring scalability and flexibility to meet demand fluctuations.
Agent Enablement
- Oversee training quality assurance and content development for customer operations teams.
- Drive continuous improvement in training programs to ensure agents are equipped with the skills and knowledge to deliver exceptional service.
- Establish quality standards and feedback mechanisms to enhance agent performance and consistency.
- Manage the development and maintenance of internal knowledge bases and support content.
BPO Management
- Develop and execute a comprehensive vendor and BPO management strategy to support business objectives.
- Identify onboard and evaluate BPO partners to ensure alignment with company standards and goals.
- Oversee contract negotiations renewals and ensure compliance with all legal and regulatory requirements.
Performance Monitoring and Improvement
- Set and monitor KPIs SLAs and performance metrics for WFM agent enablement and BPOs.
- Conduct regular business reviews to assess performance address issues and identify opportunities for improvement.
- Lead efforts to optimize processes improve efficiency and reduce operational costs across all service delivery functions.
CrossFunctional Collaboration
- Collaborate with internal stakeholders (e.g. CX & Service Ops COEs Finance Product etc) to ensure alignment of service delivery activities with broader business needs.
- Work closely with data teams to leverage insights for workforce planning training improvements and vendor performance optimization.
Leadership and Team Development
- Build mentor and develop a highperforming team fostering a culture of accountability innovation and continuous improvement.
- Lead by example demonstrating operational excellence and a customerfirst mindset.
Qualifications :
- Proven Experience: Extensive experience in operations workforce management training and quality enablement and vendor management within highgrowth or techdriven companies.
- Strategic Leadership: Ability to set and execute longterm strategies while managing daytoday operations effectively.
- Technical Skills: Strong understanding of WFM tools training platforms and vendor management systems.
- Analytical Skills: Proficiency in analyzing operational metrics forecasting and implementing datadriven solutions.
- Communication Skills: Exceptional interpersonal and communication skills to engage with diverse stakeholders and drive alignment.
- ProblemSolving Ability: Demonstrated ability to address complex operational challenges with innovative and scalable solutions.
- Negotiation Skills: Expertise in managing vendor relationships and securing favorable terms.
Additional Information :
What we offer:
- A dynamic and challenging work environment.
- A company committed to developing you personally and professionally.
- A great working atmosphere with regular company and team events.
- A vibrant and international team committed to diversity and inclusion.
- Responsibility from day one in a fast growing and global company.
- Other benefits include free food health and dental insurance and learning and development opportunities!
foodpanda is operated by Delivery Hero Group (DH Group) the worlds leading local delivery platform operating in 70 markets across Asia Europe Latin America the Middle East and Africa. Delivery Hero started as a food delivery service in 2011 and now employs 40000 people globally. Additionally Delivery Hero is pioneering quick commerce the next generation of ecommerce aiming to bring groceries and household goods to customers in under one hour and often in 20 to 30 minutes. Headquartered in Berlin Germany Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017.
In July 2024 Delivery Hero SE merged three of its marketleading food delivery businesses foodora and Yemeksepeti in Europe and foodpanda in Asia. All three businesses now make up the secondlargest organization within the Delivery Hero Group and leading food and QCommerce delivery in 18 markets in both regions.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
