OPEX Process Specialist
Core
Designing and optimizing end-to-end customer service operational flows and SOPs to ensure efficiency and stability across multiple markets.
Role type
Senior Associate, CS Process Engineering
Builds
Standardized CS processes, SOPs, and operational workflows for food delivery platforms
Domain
Food delivery / Logistics / Customer Service
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Process drafting and documentation, Root-cause analysis, Data analytics, OKR/KPI ownership, Cross-functional partnership, SOP governance, Process improvement methodologies (Agile/Lean/Six Sigma), Ticket routing logic understanding, Customer experience platform exposure
Preferred skills
Experience in tech or logistics companies, Strong analytical proficiency, Hands-on problem-solving
Technologies
Data analytics tools, Customer experience platforms, Help center support systems, Internal user tools
Responsibilities
Draft and maintain end-to-end CS operational flows and SOPs, Lead root-cause investigation of process breakdowns, Utilize data analytics to measure process effectiveness, Own OKRs and KPIs tied to process performance, Partner with Product and Regional Heads on CS harmonization, Serve as escalation subject-matter expert, Maintain and govern internal SOP repositories
Seniority
Senior, hands-on IC