
Talabat
Manager Process Design & Improvement
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 01/05/2026
Job overview
Date posted
18/03/2026
Location
Dubai, United Arab Emirates
Salary
AED 20,000 - 30,000 per month
Compensation
Job description
The Manager Process Design & Improvement (Post-Delivery Experience) role at talabat, part of Delivery Hero Group, operates within the food delivery and e-commerce platform industry and focuses on owning the end-to-end customer experience after order delivery. The role is responsible for driving high-impact programs that improve customer satisfaction, reduce customer effort, optimize contact rate, lower cost-to-serve, and increase retention. The position combines strategy and execution, requiring strong expertise in data analysis, process design, and process improvement. The role involves identifying post-delivery pain points using customer, operational, and financial data signals, conducting structured analyses including cohort analysis, funnel diagnostics, segmentation analysis, and root cause analysis to quantify opportunities. The manager defines success metrics, guardrails, and performance tracking mechanisms, ensuring pre/post impact measurement and sustainability checks. The role owns the full lifecycle of initiatives from problem definition, solution design, stakeholder alignment, pilot delivery, rollout planning, and continuous optimization. It requires applying hypothesis-driven decision making and experimentation design using A/B testing or pre/post analysis to validate initiatives. The position ensures measurement design, monitoring cadence, and performance governance with clear decision thresholds. The role demands fluency in data tools such as Looker and Google Sheets for dashboard development and continuous program monitoring, while collaborating closely with Data Science teams for deeper analytics and ensuring data availability and metric integrity. The manager works cross-functionally with Product, Tech, Operations, and leadership teams to translate insights into product and operational improvements, influence roadmap prioritization, and ensure consistent execution across markets. The role also requires presenting data-backed recommendations, managing cross-functional alignment, and driving scalable playbooks for program adoption across regions.
Required skills
Key responsibilities
- Identify high-impact post-delivery customer experience pain points using customer, operational, and financial data signals
- Conduct structured analyses including cohort analysis, funnel diagnostics, segmentation analysis, and root cause analysis to quantify opportunities
- Define success metrics, guardrails, and performance tracking frameworks including pre/post impact measurement and sustainability checks
- Own end-to-end program lifecycle including problem definition, solution design, stakeholder alignment, pilot delivery, rollout planning, and iteration
- Drive continuous optimization and scaling of programs using hypothesis-driven decision making and experimentation design
- Design and execute A/B testing or pre/post analysis to validate initiatives and guide decision making
- Develop dashboards using Looker and Google Sheets to monitor program performance and ensure data visibility
- Collaborate with Data Science teams to define analytical requirements and ensure data availability and metric integrity
- Establish performance governance including monitoring cadence, decision thresholds, and rollout evaluation frameworks
- Align cross-functional stakeholders including Product, Tech, Operations, and leadership on priorities, scope, and delivery plans
- Provide Product teams with data-driven insights to influence roadmap prioritization and execution
- Communicate program updates, decisions, and rollout plans clearly to markets ensuring smooth execution
- Present data-backed recommendations and insights to senior stakeholders in a structured and persuasive manner
- Develop scalable playbooks to standardize and replicate successful programs across markets
Experience & skills
- Demonstrate experience in process design and process improvement within customer experience or operational environments
- Demonstrate strong proficiency in data analysis including cohort analysis, funnel diagnostics, segmentation analysis, and root cause analysis
- Demonstrate experience in experimentation design including A/B testing and hypothesis-driven decision making
- Demonstrate proficiency in data tools such as Looker and Google Sheets for dashboard development and performance monitoring
- Demonstrate experience in program management including end-to-end ownership from problem definition to execution and scaling
- Demonstrate experience working with Data Science teams and understanding of data availability, metric integrity, and analytics workflows
- Demonstrate ability to manage cross-functional collaboration across Product, Tech, and Operations teams
- Demonstrate experience in performance tracking, performance governance, and operational analytics
- Demonstrate ability to translate data insights into actionable business and product improvements