Senior Manager, Strategy & Planning

About the role

This position involves shaping and executing the customer experience and service operations strategy. You will translate strategic goals into actionable plans and lead cross-functional initiatives. The role focuses on driving efficiency and improving customer satisfaction within a dynamic global delivery platform.

Key facts

What you'll do

• Collaborate with senior leadership to define the CX & Service Operations strategy, aligning it with company objectives and financial targets.
• Convert strategic priorities into detailed roadmaps, initiatives, and Objectives and Key Results (OKRs) for Service Operations.
• Provide structured data and clear recommendations to support leadership in making trade-offs and decisions.
• Manage and facilitate key governance meetings, including Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), leadership reviews, and All Hands.
• Monitor progress against OKRs, ensuring clear ownership, visibility, and accountability across various teams.
• Support the Senior Director as a thought partner, preparing materials and narratives for critical decisions.
• Lead complex, cross-functional projects involving Product, Finance, Marketplace, Vendor Operations, and Support teams.
• Track project execution, ensuring timely delivery, identified milestones, early risk detection, and mitigation strategies.
• Serve as an escalation point for blockers, resolving issues with teams and senior stakeholders.
• Track and analyze core operational metrics like CSAT, contact rate, cost per contact, cost to onboard, and automation rate to find performance gaps.
• Transform data into actionable insights and recommendations to enhance customer experience and cost efficiency.
• Deliver clear updates to leadership on performance, risks, and progress against strategic goals.

Requirements

• 5+ years of experience in strategy, operations, consulting, or program management, with a proven history of driving execution in complex settings.
• Strong ability to bring clarity and structure to ambiguous problems and translate strategy into action.
• Demonstrated ability to influence senior stakeholders and collaborate effectively across multiple functions and regions.
• Comfortable working with data, defining metrics, and using insights to drive decisions.
• High level of accountability, with a focus on action and achieving outcomes.
• Clear and concise communication skills, capable of simplifying complex topics for leadership.
• Ability to thrive in a fast-paced environment with multiple competing priorities.
• Bachelor's degree in Business, Operations, or a related field.

Skills & tools

• Strategic planning
• OKR management
• Project leadership
• Data analysis
• KPI tracking
• Stakeholder management

Practical notes

Delivery Hero operates in approximately 65 countries worldwide and is headquartered in Berlin, Germany. The company has been listed on the Frankfurt Stock Exchange since 2017.