Operations Excellence Process Manager

Strategic Leadership

• Lead the implementation of continuous improvement programs to drive operational excellence and ensure processes remain efficient and scalable.

• Standardised processes and developed performance management frameworks to promote consistency across all markets.

• Support the transition of the Shared Service Center to a more proactive, prevention-focused model, embedding continuous improvement principles into daily operations.

• Assist in introducing and refining Balanced Scorecard metrics to monitor performance and identify areas for improvement.

• Foster a culture of Kaizen (incremental improvement) to help teams adapt to changing market conditions and continually improve processes.

Team Leadership

• Mentor a team of Continuous Improvement Specialists, ensuring they take ownership of key projects and deliver impactful results.

• Encourage curiosity and accountability, helping team members challenge existing processes and identify innovative solutions.

• Assist in developing professional growth plans for team members, guiding them to advance their skills in Lean, Six Sigma, and process optimisation methodologies.

• Set clear, measurable goals and create an environment where progress is regularly tracked and achievements are celebrated.

Process Development and Optimisation

• Document and optimise Standard Operating Procedures (SOPs), ensuring alignment with industry best practices and regulatory standards.

• Support the implementation of Lean Six Sigma strategies to identify and eliminate inefficiencies across processes.

• Collaborate with cross-functional teams to ensure process improvements align with Centre of Excellence (COE) goals and business objectives.

• Develop feedback loops within the organisation to identify bottlenecks and iteratively improve processes.

Change Management and Engagement

• Help implement change management frameworks to support adopting new processes and tools across the organisation.

• Engage stakeholders to foster buy-in and ensure smooth transitions during process changes.

• Use data and insights to communicate the value and impact of continuous improvement initiatives to stakeholders.

Performance Tracking and Sustainability

• Track progress and performance of key initiatives using data analytics and Balanced Scorecard metrics to measure success and identify areas for refinement.

• Support the design of frameworks to evaluate the return on investment (ROI) of continuous improvement projects, ensuring sustainable results.

• Work to ensure initiatives balance short-term wins with long-term operational impact.

Stakeholder Collaboration

• Collaborate with market leaders across 18 regions to understand local challenges and ensure operational excellence initiatives are tailored to meet market needs.

• Partner with functions like sales, marketing, supply chain, and product development to align continuous improvement efforts with broader business strategies.

• Drive improvements that optimise customer, partner, and rider experiences, setting new benchmarks for operational efficiency and service delivery excellence.

• 6+ years of experience in process improvement, operations, or program management, with experience in driving large-scale operational changes.

• Solid understanding of Lean, Six Sigma, and Kaizen principles and methodologies.

• Experience working with cross-functional teams to implement process improvements and standardise best practices.

• Strong analytical skills and experience in using data to make informed decisions and drive process optimisation.

• Strong communication and stakeholder management skills, with the ability to influence and engage teams across multiple markets.

• Proficiency with project management tools and methodologies.

• Experience in developing and enforcing policies and procedures to ensure operational integrity.

• Proven ability to analyse large datasets using data analysis tools such as SQL, Excel, Python, or similar.

• Experience using data visualisation tools (e.g., Tableau, Power BI) to report on key performance metrics and identify trends.

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 over 70+ 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.