Senior Operations Excellence Specialist

About this role

Are you passionate about process optimization and making things work better, faster, and smarter? Do you thrive in a fast-paced environment where your ideas directly impact service quality and efficiency? We’re on the lookout for a Senior Operations Excellence Specialist to join our high-performing Operations team at efood! In this role, you’ll work closely with the Senior Ops Excellence Manager and Ops Excellence Director to analyze, optimize, and elevate operational processes across both our Vendor and Rider Service areas.

You'll be the go-to expert for improving efficiency, eliminating bottlenecks, and ensuring excellence and standardization across efood and foody operations. What you’ll be doing: Lead the documentation, development, and continuous improvement of our Help Center experience for both users and vendors. Identify, collect, and manage optimization requests for new and existing processes. Analyze and enhance current operational workflows to improve service quality and maximize efficiency.

Collaborate with stakeholders, team leaders, and department heads to ensure alignment and compliance with operational standards. Oversee the full lifecycle of new processes, from ideation and design to implementation and performance evaluation. Conduct data-driven analysis of processes and suggest improvement actions based on insights. Act as the single point of contact for all operations process-related matters across teams.

Perform gap analyses of existing documentation and ensure timely updates. Facilitate knowledge sharing and best practice discussions with Delivery Hero teams. Provide weekly updates and planning insights on Vendor and Rider Services performance. Bachelor’s degree required; a background in Economics or a related field is a strong plus. At least 3-5 years of experience within Operations or a closely related department. Fluency in English (spoken and written).

Previous experience with CRM tools (e.g., Siebel, Salesforce) is a plus, as well as familiarity with collaboration and diagramming tools such as Miro and Lucidchart. What you bring to the table: Excellent communication skills; you can clearly and confidently share ideas across levels and departments. A growth mindset; you’re eager to learn and continuously improve. The ability to simplify complex processes in a clear, digestible way.