Manager, COE Optimization

foodpanda 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 over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

The COE Optimization Manager will support the design, documentation, and implementation of standardized operational processes to drive efficiency and consistency across 18 markets in APAC, Europe, and Turkey. You will assist in the planning, execution, and monitoring of process improvement initiatives, ensuring alignment with project timelines and objectives. This is a unique opportunity to drive significant impact within the Center of Excellence (COE) organization by fostering innovation, collaboration, and efficiency.

What’s on the menu: - Major responsibilities

Process Implementation and Improvement

• Support the design, documentation, and implementation of standardized operational processes to drive efficiency and consistency across the COE organization.
• Identify areas for improvement within existing processes and recommend actionable solutions.

Data Analysis and Performance Tracking

• Collect, analyze, and interpret performance data (e.g., CSAT, AHT, SLA compliance) to identify trends, areas for improvement, and success metrics.
• Create reports and dashboards to provide insights and recommendations to the Head of COE Optimization and stakeholders.

Project Support and Coordination

• Assist in the planning, execution, and monitoring of process improvement initiatives, ensuring alignment with project timelines and objectives.
• Collaborate with cross-functional teams to ensure seamless integration of new processes and tools.

Change Management Support

• Coordinate stakeholder communication and training to facilitate smooth adoption of new processes and tools.
• Act as a point of contact for feedback during process transitions and address concerns to ensure alignment with organizational goals.

Knowledge Sharing and Best Practices

• Maintain process documentation and ensure all updates are accurately recorded and shared with relevant teams.
• Research and share industry best practices to support continuous improvement initiatives.

Tool Optimization and Support

• Assist in evaluating and optimizing tools and systems used within the COE to improve efficiency and effectiveness.
• Provide technical support and training to ensure teams can effectively utilize tools and resources.

• 4+ years of experience in process improvement, operations, or project coordination, preferably within a service operations or COE environment.
• Demonstrated ability to support and contribute to process standardization and improvement initiatives, with a track record of delivering measurable results.
• Experience in collaborating with cross-functional teams to execute projects and align on objectives.
• Familiarity with change management practices, including stakeholder communication and training.
• Strong analytical and problem-solving skills, with the ability to interpret data and provide actionable insights.
• Proficient in creating and maintaining process documentation, such as workflows and Standard Operating Procedures (SOPs).
• Effective communication skills, with the ability to present findings and recommendations to various stakeholders.
• Working knowledge of project management tools and methodologies, such as Asana, Trello, or similar platforms.
• Continuous improvement mindset, with a proactive approach to identifying and addressing operational inefficiencies.
• Basic knowledge of performance metrics such as CSAT, AHT, and SLA, and ability to analyze these for process optimization.