Senior Customer Service Process Architect

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 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