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.