Global Operational Excellence Program Lead – Customer Experience

Delivery Hero; Kuala Lumpur; On-site; MYR 240,000 - 360,000; Full time

Job summary

foodpanda, part of Delivery Hero Group, seeks an Operational Excellence Senior Program Manager to drive large-scale service transformation across 17 markets in APAC, Europe, and Turkey. You will lead cross-functional teams, shape program strategy, and deliver measurable efficiency and customer experience gains.

You will partner with senior leadership to standardise best practices while respecting local nuances, and you will report on KPIs and program impact to enable global growth and scale.

Qualifications

• 6+ years of experience in program management, operations, or process optimisation, with a focus on experience (customer, rider, vendor), service transformation, or operational excellence.
• Strong understanding of program management methodologies and tools, with hands-on experience delivering complex projects.
• Exposure to managing cross-functional teams and initiatives, ideally in global or multi-market environments.
• Familiarity with change management frameworks and tools.
• Experience in developing and applying program management standards and governance.

Responsibilities

• Lead high-impact programs that drive operational efficiency, customer experience, vendor experience, and scalable growth by planning, executing, monitoring, and ensuring timely and high-quality delivery.
• Develop clear program goals, milestones, and success criteria for assigned POCs, ensuring alignment with broader business strategy.
• Collaborate with cross-functional teams to manage timelines, risks, and resources, ensuring program objectives are met on time and within budget.
• Use project management tools to track progress, elevate issues and report on key KPIs to leadership and stakeholders.
• Prioritise workstreams, coordinate dependencies, and provide guidance, feedback, and course correction throughout the project lifecycle.
• Monitor feedback from stakeholders and team members to adjust plans and ensure continuous progress throughout the change journey. Implement new initiatives to meet and go beyond defined goals.

Skills

Program management

Operations

Process optimisation

Experience management

Data analysis

SQL

Excel

Python

Tableau

Power BI

Tools

SQL

Excel

Python

Tableau

Power BI

Job description

foodpanda, part of Delivery Hero Group, seeks an Operational Excellence Senior Program Manager to drive large-scale service transformation across 17 markets in APAC, Europe, and Turkey. You will lead cross-functional teams, shape program strategy, and deliver measurable efficiency and customer experience gains.

You will partner with senior leadership to standardise best practices while respecting local nuances, and you will report on KPIs and program impact to enable global growth and scale.