Operations Excellence Senior Manager

Job description

We are looking for an Operations Excellence Senior Manager to own the operational backbone of efood. You will lead the strategy, automation, and governance of tools, processes, and policies across the Operations department while aligning cross-functionally with local teams (Tech, Commercial, Finance, Legal) and central Delivery Hero functions.

What You'll Do

Tools, Automation & Functional Results Strategic Roadmap: Define and prioritize the Operations tools and process-governance roadmap, balancing operational needs, technical capacity, risk, and expected business value.

Functional Ownership

Own the overall performance and outcomes of the Operations tools, automation, and process governance function—including adoption, efficiency, compliance, service quality, and cost-saving targets.

Tech Collaboration

Partner with Tech to automate manual workflows and act as the Ops-side Product Owner for internal tooling.

Budget & Vendor Management

Own the relevant tools and automation budget, manage external vendor expenditure, and provide investment recommendations based on business impact and ROI.

Process & Policy Governance SOP Ownership

Design, document, and maintain standardized SOPs across geographies and verticals.

Compliance & Standards

Ensure local policies align with Delivery Hero group standards and local regulatory requirements (GDPR, food safety).

Continuous Improvement

Perform root-cause analyses on operational failures and convert findings into permanent process fixes.

Cross-Functional & Leadership People Leadership

Lead the team’s overall performance, development, prioritization, and resource allocation—including objective setting, coaching, performance reviews, and workforce planning.

Department Liaison

Act as the central point of contact between Operations and every other LOB/department (Tech, Commercial, Marketing, Finance, Legal) on operational tools, processes, or policies.

Change Management

Drive rollout plans and adoption tracking for company-wide operational changes.

Executive Reporting

Report on process health, automation impact, and cross-departmental policy compliance to senior leadership.

Qualifications

Experience

6–9 years in operations, process excellence, or business transformation (last-mile delivery or on-demand marketplace preferred).

Leadership

Proven track record of full people management and leading end-to-end automation projects at scale.

Technical & Analytical Capabilities

Strong background in Lean/Six Sigma (or equivalent methodology), process mapping, and scoping technical/data requirements. Able to dive into operational data, validate technical solutions, and develop prototypes when required, while ensuring scalable delivery through the team and relevant partners. Familiarity with BI tools (e.g., Looker, Tableau) and workflow automation platforms.

Soft Skills

Exceptional stakeholder management (able to influence without authority), structured problem-solving, and clear written documentation skills.

Languages

Fluent in Greek and English.