Operations Excellence Director

Delivery Hero

📍 Iraklio, Iraklio, Greece 💼 Full-time 🕒 Posted March 02, 2026

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Job Description

Job Description
We’re looking for an experienced, execution-driven Operations Excellence Director to own the end-to-end excellence agenda for Service Operations. You will set the multi-year roadmap and lead cross-functional execution across cost & policy governance (refunds/compensation), fraud strategy, process and automation, experience analytics, data infrastructure & insights, and workforce/BPO partnership strategy—improving customer/vendor/rider experience while protecting unit economics and reducing operational risk.
What you’ll be doing

Business Processes & Automations
Own Service Ops process excellence: end-to-end SOPs, escalation frameworks, quality loops, and process documentation standards.
Manage the tools, systems, and integrations used by Service Ops, ensuring they are effective, scalable, and reliable.
Own Help Center flows and self-serve process optimization in partnership with Product/UX/Conte...
            

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Job Details

Location Iraklio, Iraklio
Job Type Full-time
Category Top Executives
Posted Date March 02, 2026
Application Deadline April 11, 2026