[Skip to main content](#main-content) [OpenNash Jobs](https://jobs.opennash.com/) [Hiring report](/reports/hiring/) · [All Delivery Hero jobs](https://jobs.opennash.com/companies/delivery-hero/) · [Search jobs](/search/) Delivery Hero · Kuala Lumpur, Malaysia # Principal, Strategy & Planning Kuala Lumpur, Malaysia Full-time Senior individual contributor Operations Listed on Delivery Hero’s official careers site. Posted October 15, 2026. Check that it is still open and apply there. [Apply on Delivery Hero’s careers site →](https://jobs.smartrecruiters.com/DeliveryHero/744000155658884-principal-strategy-planning) [OpenNash Jobs](https://jobs.opennash.com/) / [Delivery Hero](https://jobs.opennash.com/companies/delivery-hero/) / Principal, Strategy & Planning ## Job description This position serves as a strategic lead and Chief of Staff within CX & Service Operations, partnering with executive leadership to shape long-term strategy, set OKRs, and run core operational governance. The role drives complex cross-functional programs across departments like Product, Finance, and Vendor Ops, ensuring timely delivery and resolving critical operational blockers. ### Key Responsibilities - Strategy Development and Execution a. ### Strategic Planning Partner closely with the Senior Director and leadership team to shape the CX & Service Operations strategy, ensuring alignment with company priorities and financial targets. b. ### Translation to Execution Convert strategic priorities into clear roadmaps, initiatives, and OKRs across Service Operations. c. ### Prioritization Support trade-offs and decision making by bringing structure, data, and clear recommendations to leadership. - Chief of Staff and Governance a. ### Operating Cadence Own and run core governance forums, including MBRs, QBRs, leadership reviews, and All Hands. b. ### OKR Management Track progress against OKRs, ensuring clear ownership, visibility, and accountability across teams. c. ### Executive Support Act as a thought partner to the Senior Director, preparing materials, defining narratives, and ensuring alignment ahead of key decisions. - Cross-Functional Program Delivery a. ### Project Leadership Lead and drive highly complex, cross-functional initiatives across Product, Finance, Marketplace, Vendor Ops, and Support teams. b. ### Execution Tracking Ensure initiatives are delivered on time, with clear milestones, risks identified early, and mitigation plans in place. c. ### Problem Solving Act as the escalation point for key blockers, driving resolution across teams and senior stakeholders. - Performance Management and Insights a. ### KPI Ownership Track and analyse core operational metrics (CSAT, contact rate, cost per contact, cost to onboard, automation rate, etc.) to identify performance gaps and opportunities. b. ### Insight Generation Translate data into actionable insights and recommendations to improve both customer experience and cost efficiency. c. ### Reporting Deliver clear, concise updates to leadership on performance, risks, and progress against strategic priorities ## Qualifications ### Strategy and Execution Experience 5+ years in strategy, operations, consulting, or program management roles, with a strong track record of driving execution in complex environments. ### Structured Thinking Strong ability to bring clarity and structure to ambiguous problems and translate strategy into action. ### Stakeholder Management Proven ability to influence senior stakeholders and work effectively across multiple functions and regions. ### Analytical Skills Comfortable working with data, defining metrics, and using insights to drive decisions. ### Ownership Mindset High level of accountability, with a bias for action and focus on outcomes. ### Communication Clear and concise communicator, able to distill complex topics into simple narratives for leadership. ### Adaptability Able to operate in a fast-paced environment with multiple competing priorities Education: Bachelor’s degree in Business, Operations, or a related field. ## At a glance - Posted by the employer: Oct 15, 2026 - First seen by OpenNash: Oct 19, 2026 - Last checked: Oct 19, 2026 - Listed for: 4 days - Location: Kuala Lumpur, Malaysia - Employment type: Full-time[Apply on Delivery Hero’s careers site →](https://jobs.smartrecruiters.com/DeliveryHero/744000155658884-principal-strategy-planning) ## More jobs at Delivery Hero ### [BPO Performance Specialist](https://jobs.opennash.com/companies/delivery-hero/jobs/415fff2c6ce720891b06/) Kuala Lumpur, Malaysia ### [Intern, People Experience](https://jobs.opennash.com/companies/delivery-hero/jobs/3ec5cc1d5deabbf7b639/) Kuala Lumpur, Malaysia ### [Lead, POS Partnerships & Channel Strategy](https://jobs.opennash.com/companies/delivery-hero/jobs/b2d758493be5e829dd48/) Kuala Lumpur, Malaysia ### [Lead, Strategy & Vendor Performance](https://jobs.opennash.com/companies/delivery-hero/jobs/dcfa3050d0ff736fca01/) Kuala Lumpur, Malaysia ### [Manager, Strategy & Partnership Operations](https://jobs.opennash.com/companies/delivery-hero/jobs/e8b7c7dbcbde2ad63524/) Kuala Lumpur, Malaysia ## Similar jobs at other companies ### [Strategy Planning Advisor](https://jobs.opennash.com/companies/fedex/jobs/1ff9ce3749ba6af369c1/) FedEx ### [Manager, Brand Planning & Strategy](https://jobs.opennash.com/companies/cvs-health/jobs/623059c26bfc439d1382/) CVS Health · Woonsocket, RI ### [Sr Strategy Planning Analyst](https://jobs.opennash.com/companies/fedex/jobs/0fb59499bfa2be7bc4bf/) FedEx ### [Strategy Planning Director](https://jobs.opennash.com/companies/accenture/jobs/be70f5b752b61921801b/) Accenture ### [Working Student Digital Sales Channel, Platform Strategy & Business Planning 60%](https://jobs.opennash.com/companies/siemens/jobs/ea6b5233167075bdb749/) Siemens OpenNash lists jobs from employers’ own careers sites and does not handle applications. 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