Senior Specialist, Shops Ops Excellence

Job description

Job Ref ID

JR0086611 About the Role We are looking for a data-driven operations professional with 3–5 years of experience in retail operations or management consulting to join the Delivery Hero team supporting Pandora across all 15 markets. In this regional role, you will own end-to-end operational performance for the Q-Commerce Shops portfolio, analyzing key operational datasets, identifying fulfillment friction points, and driving cross-functional initiatives to scale operational excellence across all regional markets.

Key Responsibilities

Operational Metric Ownership : Monitor, analyze, and optimize core Q-Commerce fulfilment metrics across 15 markets, focusing on Non-Seamless Fulfilment Rate (nSFR), Items Not Delivered (IND%), Item Replacement Rates, Vendor Offline Rates, Delivery Delays, and Failed Orders.

Data Querying & Analytics

Independently extract, query, and analyze operational datasets using SQL, Looker, Google Data Studio, and advanced analytical workflows.

AI & Automation Integration

Leverage GenAI tools (Gemini, Claude) to accelerate root-cause analysis, automate performance reporting, and generate actionable operational insights.

Process & SOP Optimizatio n

Perform deep-dive root-cause analyses on order failures and develop scalable SOPs, vendor playbooks, and fulfilment strategies to boost store-level accuracy and replacement rates.

Stakeholder & Project Management

Lead regional ops excellence projects across 15 Pandora markets, collaborating closely with Commercial, Account Management, Product, and Logistics teams to ensure operational readiness and alignment.

Vendor & Partner Governance

Work with regional account managers and vendor teams to establish performance baselines, track compliance, and implement targeted mitigation plans for underperforming partners.

Key Competencies

Strong analytical mindset with high attention to detail and operational discipline. Bias for action with the ability to turn complex operational data into clear, scalable execution plans. Comfort working in a fast-paced, multi-market environment managing competing priorities.

Qualifications

Experience

3–5 years of experience in management consulting, retail operations, Q-Commerce, marketplace operations, or business performance analytics.

Technical Proficiency

Hands-on expertise in SQL, Looker, Google Data Studio, and advanced Excel/Google Sheets (XLOOKUP, Pivot Tables), alongside practical application of GenAI models (Gemini, Claude) for data analysis.

Domain Knowledge

Background in retail, supermarket operations, or management consulting with a deep understanding of store fulfilment, inventory accuracy, and supply chain logistics.

Project Governance

Exceptional project management and stakeholder management skills, with a proven ability to influence multi-market cross-functional teams without direct authority.

Education

Bachelor’s degree in Engineering, Business, Data Analytics, Operations Management, , or a related discipline.