About the opportunity
As a People Manager, the Director of Operations Excellence will lead and develop a high-performing team, fostering a culture of accountability, collaboration, and continuous improvement. Key responsibilities include:
Team Leadership: Manage and mentor a team of professionals, ensuring they have the skills, support, and guidance to drive operational excellence across the organisation.
Talent Development: Identify growth opportunities for team members and create professional development plans that align with individual career goals and organisational needs.
Performance Management: Set clear expectations, provide regular feedback, and evaluate performance to ensure the team consistently delivers high-quality results.
Collaboration: Promote cross-functional teamwork, ensuring alignment between the team and other departments to achieve common goals.
As the Budget Manager for a multi-million euro budget, the Director will:
Budget Planning and Management: Oversee and manage the operations excellence budget, ensuring that funds are allocated effectively to maximise impact across initiatives.
Cost Efficiency: Identify cost-saving opportunities and implement strategies to optimise resources without compromising quality or outcomes.
Financial Reporting: Monitor and report on budget performance, ensuring transparency and alignment with financial goals.
In this role, the Director will also Drive Improvements Across 8 Markets and Vertical Functions by:
Cross-Market Collaboration: Work closely with leadership teams in 8 different markets to understand their unique challenges and opportunities, ensuring that operational excellence initiatives are tailored to local needs.
Vertical Function Alignment: Partner with vertical functions (e.g., sales, marketing, product development, supply chain) to ensure initiatives are integrated across the organisation and support the overall business strategy.
Experience Enhancement: Focus on improving customer, partner and rider experiences by streamlining processes, enhancing service delivery, and driving innovation across markets and functions.
Customer Experience and Research
The Director will play a critical role in enhancing customer experience across the eight markets and vertical functions through:
Customer Research and Insights: Conduct in-depth customer research to gather insights from different markets, identifying trends, pain points, and opportunities for improvement.
Data-Driven Decisions: Leverage data and analytics to inform decision-making, ensuring that customer needs and expectations are at the forefront of operational excellence initiatives.
Tailored Experiences: Work closely with market and functional leaders to design and implement strategies that create differentiated customer experiences tailored to each market's specific needs.
Continuous Feedback Loop: Establish mechanisms for ongoing customer feedback, ensuring that improvements are responsive to changing market dynamics and customer expectations.
Customer Journey Optimization: Collaborate with vertical functions to optimise the end-to-end customer journey, ensuring seamless interactions and high satisfaction across all touchpoints.
By integrating customer research and experience enhancement into the operations excellence strategy, the Director will ensure that the organisation achieves operational efficiency and delivers exceptional customer value across all markets.
What you need to be successful
10+ years of experience in operations management, with a proven track record of leading large-scale initiatives in a high-growth, dynamic environment.
Expertise in process improvement methodologies (Lean, Six Sigma, Agile) to drive operational efficiency and excellence.
Relevant experience in customer experience management, including the design and execution of CX strategies that enhance customer satisfaction and retention.
Proven experience leading cross-functional teams and initiatives across multiple markets and vertical functions.
Strong ability to influence and collaborate with senior stakeholders, from product development to supply chain, to ensure alignment with strategic goals.
5+ years of experience managing large budgets, preferably in multi-millions of euros, focusing on driving cost efficiencies and maximising ROI.
Expertise in leveraging data analytics tools to inform operational strategies and customer experience enhancements.
Strong understanding of KPI development, performance tracking, and reporting to drive continuous improvement.
Experience in tech-driven environments, with a deep understanding of digital platforms, e-commerce, and q-commerce.
Proven experience in leading organisational change and transformation projects, including implementing new processes, systems, and tools across multiple regions.
Strong ability to foster a culture of continuous improvement and adaptability across the organisation.
MENA region experience is preferable.
Experience designing and optimising organisational structures to improve efficiency, communication, and performance across a large, multi-market organisation.
Experience in scaling operations and restructuring teams to align with company growth and strategic objectives
Experience in performance management, including developing and implementing KPIs, performance dashboards, and feedback mechanisms to drive accountability and continuous improvement.
Expertise in creating a culture of performance excellence, setting clear goals, and ensuring teams meet and exceed expectations.
This role requires a strategic leader who can balance operational excellence with a deep commitment to enhancing customer experience, driving innovation, and scaling across multiple markets.
Who we are
As the region’s leading local tech organization, we’re proud to say that we have been delivering for millions of people right across MENA for the past 18 years.
We were founded in Kuwait in 2004, and acquired by Delivery Hero (DHER) in 2015. This gives us a unique outlook - local knowledge with global expertise. It also allows us to innovate, create, and bring new technologies for the betterment of the MENA region, such as q-commerce, sustainable packaging, cloud kitchens, autonomous delivery vehicles, robots, and drones.
We deliver across 9 countries with more than 4,500+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches.
Our q-commerce concept, talabat mart (121 Stores), now delivers groceries to customers in Bahrain, Iraq, Egypt, Jordan, Kuwait, Oman, Qatar, and the UAE in 30 minutes or less!
talabat is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide
