Senior Program Manager, Customer - Operational Excellence

About the role

As an Operational Excellence Senior Program Manager, Customer, you will execute large-scale programs that optimise operations and customer experience and scale service delivery across 17 markets in APAC, Europe and Turkey. You will work closely with leadership to improve operational and cost efficiency, the experience of customers, riders and vendors, and standardise best practices while respecting local nuances. The role is based in Kuala Lumpur.

Key responsibilities

• Lead high-impact programs that drive operational efficiency, customer and vendor experience and scalable growth, planning, executing and monitoring them to on-time, high-quality delivery.
• Define program goals, milestones and success criteria for assigned POCs and align them with business strategy.
• Collaborate with cross-functional teams on timelines, risks and resources, and use project management tools to track progress, escalate issues and report KPIs.
• Act as a program-level leader for POCs from OPEX, local markets or functional teams, guiding teams and giving structured feedback on performance.
• Influence senior stakeholders and drive consensus without direct authority, supporting and challenging local markets while remaining pragmatic about local realities.
• Track initiative success with data-driven metrics, prepare executive updates and recommendations, identify risks and mitigation, and contribute to post-implementation reviews.
• Benchmark practices across Delivery Hero regions to scale best practices or establish new global models.

Required profile

• 6+ years of experience in program management, operations or process optimisation, focused on customer, rider or vendor experience, service transformation or operational excellence.
• Understanding of program management methodologies and tools, with hands-on delivery of complex projects.
• Experience managing cross-functional teams, ideally in global or multi-market environments.
• Familiarity with change management frameworks and tools, and with program management standards and governance.

Required skills

• Analyse large datasets with SQL, Excel, Python or similar.
• Use data visualisation tools such as Tableau or Power BI to report on performance.
• Strong problem-solving, communication and collaboration skills.