OPEX Process Specialist

foodpanda; Kuala Lumpur; On-site; MYR 120,000 - 170,000; Full time

Job summary

foodpanda is seeking a Senior Associate to own CS process engineering, drafting SOPs and leading cross-market improvements. You will investigate and resolve complex inefficiencies, build standardized CS processes, and guide regional teams on operational excellence.

The role emphasizes data-driven decision making and KPI ownership. Responsibilities include managing SOP repositories, collaborating with Product and regional stakeholders, and driving process stability across multiple countries to

Qualifications

• 3+ years in operations strategy or CS process design.
• Bachelor's degree from a leading university.
• Experience drafting end-to-end CS workflows and SOPs.
• Strong analytical skills with a data-driven approach.
• Familiar with Agile, Lean, Six Sigma, or Kaizen.

Responsibilities

• Draft, design, and maintain end-to-end CS operational flows and SOPs; ensure logic handles edge cases and regional nuances.
• Lead root-cause investigations of process breakages and bottlenecks across markets.
• Use analytics tools to measure process effectiveness and drive continuous improvement.
• Own OKRs and KPIs for process performance across multiple countries; monitor impact and flag regressions.
• Partner with Product, regional heads, and cross-functional teams on CS harmonization and process alignment.

Skills

CS process design

Data analytics

Agile/Lean/Six Sigma

Process documentation

English fluency

Education

Bachelor's degree

Tools

Ticketing systems

Help center tools

Job description

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 around 65 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.

Job Description

About the opportunity

As a Senior Associate specializing in Customer Service (CS) process engineering, you will take ownership of process drafting, workflow optimization, and operational integrity across our regional CS platform. Beyond executing individual tasks, you will independently investigate and resolve complex, multi-market operational inefficiencies, build standardized CS processes and SOPs, and provide operational guidance to regional teams. You will own significant KPIs tied to process efficiency, operational quality, and process stability across multiple countries.

Responsibilities

• Draft, design, and maintain end-to-end CS operational flows and SOPs, ensuring conditional logic correctly handles edge cases, failure paths, and regional nuances.
• Lead root-cause investigation of process breakdowns and operational bottlenecks across markets, tracing performance data without relying solely on manual feedback.
• Utilize data analytics tools to measure process effectiveness, monitor continuous improvement, and systematically prevent recurring process bugs.
• Own OKRs and KPIs tied to process performance and operational efficiency across multiple countries; monitor post-deployment impact and flag regressions early.
• Partner with Product, Regional Heads, and cross-functional stakeholders on CS harmonization efforts, ensuring process logic aligns with organizational goals.
• Serve as a key contact point and process escalation subject-matter expert between local business teams, central operations, and regional process excellence teams.
• Maintain and govern internal SOP repositories, documenting flow logic, known edge cases, and resolved process issues for team-wide reference.

Requirements

• 3+ years of relevant experience in operations strategy, process excellence, or CS process design within tech or logistics companies.
• Bachelor's degree from a leading university.
• Proven capability to draft, document, and structure end-to-end CS operational workflows and SOPs.
• Familiarity with process improvement methodologies such as Agile, Lean, Six Sigma, or Kaizen.
• Strong analytical proficiency for investigating operational and support journey data to inform process-logic decisions.
• Solid understanding of internal user tools, CS support ecosystems, and ticket routing logic.
• Prior exposure to customer experience platforms, help center support, or service process design.
• Excellent English communication skills, both written and spoken, with the ability to translate process flows for non-technical stakeholders.
• Strong hands-on problem-solving skills with a high drive to shake the status quo and adapt in dynamic, high-pressure environments.