Operation Excellence Analyst (Grocery & Marketplace)

Keeta; Kuwait City; On-site; KWD 13,000 - 21,000; Full time

Job summary

Keeta in Kuwait City is seeking a data-driven Operation Excellence Analyst for the Grocery & Marketplace vertical to own how customers feel from checkout to doorstep.

You will build and monitor experience dashboards, detect anomalies, and deliver root-cause analysis that drives operational decisions. You will also resolve offline service disputes, safeguarding merchant availability and minimizing merchant-fault cancellations through proactive governance.

Qualifications

• Bachelor's degree or above.
• 2+ years of operations experience in e-commerce, instant retail, or food delivery platforms.
• Strong SQL skills and ability to write multi-table joins and metric calculations.
• Hands-on experience building dashboards with a BI tool (Tableau/Power BI/Looker).
• Sharp data instincts to spot anomalies and explain them with root cause analysis.
• Experience handling customer complaints end-to-end and closing the loop.

Responsibilities

• Build and monitor experience dashboards across the full order journey; detect anomalies and deliver root-cause analyses.
• Resolve offline service disputes and drive closed-loop resolutions to prevent repeats.
• Safeguard merchant availability by monitoring store operation rates and leading OOS governance.
• Track merchant-fault cancellations and work with frontline teams to resolve spikes quickly.

Skills

SQL

Operations exp

Dashboards

Root cause analysis

Customer service

Education

Bachelor's degree

Tools

Tableau

Power BI

Looker

Job description

About the Role

We're building the region's next-generation instant retail and food delivery experience — and we're looking for a data-driven Operation Excellence Analyst - (Grocery & Marketplace Vertical) to own how customers feel every order, from checkout to doorstep.

What You'll Do

• Build and monitor experience dashboards — design dashboards that track customer experience across the full order journey; detect anomalies, drill down into the data, and deliver root-cause analysis reports that drive real operational decisions
• Resolve offline service disputes — independently handle customer complaints related to in-store/rider service conduct, and drive closed-loop resolutions that prevent repeat issues
• Safeguard merchant availability — establish monitoring mechanisms for store operation rates and lead out-of-stock (OOS) governance programs to keep shelves and menus reliably "live"
• Control merchant-fault cancellations — track merchant liability cancellation rates, partner daily with frontline teams, and resolve abnormal spikes quickly and systematically

What We're Looking For

• Bachelor's degree or above
• 2+ years of operations experience in e-commerce, instant retail (Q-commerce), or food delivery platforms or similar
• Strong SQL skills — comfortable writing multi-table joins and metric calculations independently, without analyst hand-holding
• Hands-on experience building monitoring dashboards with a BI/visualization tool (Tableau, Power BI, Looker, or similar)
• Sharp data instincts — you can spot an anomaly in a trend line, break it down to root cause, and write an analysis that operations leaders actually act on
• Experience handling customer complaints and service disputes end-to-end, with a track record of closing the loop — not just closing the ticket