Program Manager, Operational Excellence

1. Program Management & Strategic Execution

• Program Planning & Delivery: Lead and assist in the planning, execution, and monitoring of high-impact compensation programs designed to drive service and operational improvements. This includes managing program timelines, risks, and resources to ensure objectives are met on time and within budget.

• Goal Alignment: Define and contribute to clear program goals, milestones, and success criteria, ensuring all initiatives align with the broader business strategy and support organizational alignment across regions.

2. Service Operations & Optimization

• Continuous Improvement: Identify areas for operational improvement by applying best practices to streamline internal processes and elevate customer experiences

• Digital Tools & Automation: Facilitate the rollout of new product and tools to improve service delivery, ensuring solutions meet local market needs while driving efficiency and optimising costs and experience.

• Data-Driven Governance: Define, track, and report on operational KPIs. Use data insights to monitor initiative success, identify systemic vulnerabilities, and strategize improvement actions.

3. Strategic Influence & Cross-Functional Partnership

• Stakeholder Engagement: Act as a representative for cross-functional teams, translating operational insights into actionable business recommendations for leadership.

• Change Management: Lead and assist in change management processes to ensure smooth transitions as new methods, product features, and service models are adopted. Engage stakeholders to drive buy-in and monitor feedback to ensure continuous progress.

• Team Development: Work closely with leadership to foster a collaborative culture of continuous improvement. Provide guidance, mentorship, and feedback to help direct reports or team members to navigate complex projects and promote their professional growth.

• Strategic Reviews: Lead post-implementation reviews and "lessons learned" to integrate insights into future operational roadmaps

4. Performance Tracking and Reporting

• Track the success of operational excellence initiatives using data-driven metrics and analytics.

• Responsible for reporting on program performance, identifying opportunities for improvement and ensuring that KPIs and outcomes are aligned with business objectives.

• Contribute to post-implementation reviews and lessons learned, ensuring that insights are integrated into future programs.

• Experience: more than 2 years in service operations, customer experience program, process improvement or analytics in a high transaction-volume environment (e-commerce, on-demand logistics, fintech, payments).

• Strategic Thinking: Demonstrated ability to design and implement scalable frameworks.

• Strong mastery of program management frameworks and change management tools to drive organisational shifts.

• Strong problem-solving skills, with the ability to approach challenges strategically and creatively, and a hands-on operational mindset with a willingness to perform immediate risk mitigation.

• Strong understanding of data analysis and fraud detection logic; proficiency in SQL or BigQuery is a plus.

• Excellent communication skills, with the ability to engage and align stakeholders at all levels.

• Demonstrated ability to work collaboratively with Product, Data, and Engineering teams. to achieve common goals.