Sr. Specialist Process Improvement

About the role

In this pivotal position, you will take charge of developing and enhancing Standard Operating Procedures (SOPs) for Customer Care operations. Your primary focus will be on leveraging Lean Six Sigma methodologies to drive efficiency, minimize costs, and elevate service quality throughout the organization. This role is essential for ensuring that operational processes are not only effective but also aligned with the company's strategic goals.

Key facts

What you'll do

• Create detailed process maps and blueprints aimed at identifying and resolving operational inefficiencies.
• Lead comprehensive improvement initiatives utilizing the DMAIC (Define, Measure, Analyze, Improve, Control) framework to ensure systematic enhancements.
• Serve as the main reviewer for new service launches and market initiatives, ensuring they comply with established policies and standards.
• Convert feedback from frontline agents into actionable business cases and feature requests for the Product and Tech teams, ensuring that operational insights are integrated into product development.
• Configure new features within existing systems and update relevant documentation to accurately reflect any technical modifications.
• Analyze performance metrics and root cause data, presenting findings to senior leadership to inform strategic decisions.
• Collaborate with Shared Service Centers (SSC), local markets, and product teams to eliminate barriers to execution, ensuring smooth operational workflows.
• Facilitate workshops and training sessions to promote a culture of continuous improvement and engage cross-functional teams in process enhancement initiatives.
• Monitor project timelines and stakeholder engagement throughout the lifecycle of improvement projects, ensuring alignment with organizational objectives.
• Develop and maintain a repository of SOPs and visual workflows to support knowledge sharing and operational consistency across teams.

Requirements

• A minimum of 5 years of experience in contact center environments, demonstrating a deep understanding of customer service operations.
• Proven experience in managing AI-driven projects, particularly those that involve partial or full automation of processes.
• Solid knowledge and practical application of Lean Six Sigma or similar frameworks for process improvement.
• Demonstrated ability to manage projects from start to finish, including oversight of timelines and stakeholder communication.
• Proficient in creating SOPs and visualizing workflows to enhance operational clarity and efficiency.
• Strong analytical capabilities to identify root causes of issues and guide data-driven decision-making processes.
• Excellent facilitation skills, with the ability to influence and collaborate with cross-functional teams without direct authority.
• Exceptional verbal and written communication skills, enabling effective interaction with diverse stakeholders.

Nice to have

• Familiarity with project management tools such as Jira or Trello, which can enhance project tracking and collaboration.
• Experience in the e-commerce or food delivery industry, providing insights into specific operational challenges and opportunities.
• Knowledge of customer relationship management (CRM) systems and their integration into process improvement initiatives.
• Certification in Lean Six Sigma or similar process improvement methodologies, showcasing a commitment to professional development.

Skills & tools

• Proficient in process mapping software such as Visio, Figma, or Miro, enabling the creation of clear and effective process visuals.
• Familiarity with data analysis tools such as Excel or Tableau, which can aid in performance tracking and reporting.
• Experience with automation tools that can streamline processes and enhance operational efficiency.

Practical notes

• Delivery Hero operates Talabat, a leading food delivery platform in the Middle East, under its umbrella. The company is headquartered in Berlin and is publicly traded on the Frankfurt Stock Exchange. This role offers an exciting opportunity to contribute to a dynamic team that is at the forefront of the delivery service industry. As a contract position, it provides flexibility while allowing you to make a significant impact on process improvement initiatives within the organization.

About the company

Glovo is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience - fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany.