We’re looking for an experienced, execution-driven Operations Excellence Director to own the end-to-end excellence agenda for Service Operations. You will set the multi-year roadmap and lead cross-functional execution across cost & policy governance (refunds/compensation), fraud strategy, process and automation, experience analytics, data infrastructure & insights, and workforce/BPO partnership strategy—improving customer/vendor/rider experience while protecting unit economics and reducing operational risk.

What you’ll be doing

Business Processes & Automations

• Own Service Ops process excellence: end-to-end SOPs, escalation frameworks, quality loops, and process documentation standards.

• Manage the tools, systems, and integrations used by Service Ops, ensuring they are effective, scalable, and reliable.

• Own Help Center flows and self-serve process optimization in partnership with Product/UX/Content.

• Lead automation initiatives (workflow, routing, templates/macros, AI/assist tooling where relevant) with clear ROI.

Experience Analytics

• Lead analysis of user, vendor, and rider experience, identifying pain points and translating insights into prioritized initiatives.

• Drive cross-functional programs (Ops, Product, Commercial, CX, Logistics) to improve experience and reduce contacts.

• Build a clear voice-of-customer / voice-of-operations mechanism (themes, root causes, decision logs).

Fraud Management

• Own and continuously optimize compensation and refund policies, including governance, thresholds, approvals, and auditability.

• Manage the Service Ops P&L levers linked to refunds/compensation (e.g., incidence reduction, partner chargebacks/recoveries, adherence gaps).

• Define and execute the fraud strategy: detect, prevent, investigate, and close policy/tool gaps that enable abuse.

• Partner closely with Legal, Risk, Finance, Product, and Ops to ensure policies are fair, compliant, and economically sound.

Service Operations Data & Analytics

• Own the Service Ops data infrastructure and reporting layer: dashboards, pipelines, metric definitions, and business logic governance.

• Ensure data is trusted and usable (single source of truth, consistent KPIs, strong QA and documentation).

• Provide insights and decision support for Service Ops leadership, including forecasting inputs, efficiency deep-dives, and performance narratives.

Workforce & BPO Partnerships Strategy

• Own the in-house vs BPO split strategy and the operating model behind it.

• Lead BPO vendor performance management, contract renewals, pricing negotiations, onboarding of new vendors (incl. procurement process), and regular BPO business reviews.

• Ensure BPOs operate as a seamless extension of in-house teams (SOPs, quality standards, coaching, governance, escalation, knowledge management).

Leadership & people management

• Lead multiple teams through managers, building a high-performing culture with strong accountability.

• Set clear priorities, operating rhythms (QBRs/MBRs), and performance standards across all sub-pillars.

• Develop talent: succession planning, capability building (analytics, process excellence, vendor management, fraud/risk), and strong stakeholder presence.

What you need to be successful

• 10+ years in Operations Excellence / Service Operations / Process Excellence / Strategy & Ops (high-volume environments preferred).

• Proven ownership of cost levers: refunds/compensation governance, leakage reduction, productivity, savings delivery.

• Strong process excellence toolkit: SOP governance, process redesign, continuous improvement methods.

• Tooling & automation: systems ownership, integrations, Help Center/self-serve optimization.

• Data & analytics fluency: KPI design, dashboard requirements, metric governance, data quality.

• BPO/vendor management: pricing/commercials, SLAs, QBRs, onboarding, negotiations.

• Strong Microsoft Office skills (Excel, PowerPoint, Outlook).

• Exceptional communication (written, verbal, presentations).

• Strategic prioritization and structured problem-solving; strong judgment and ownership.

• Senior stakeholder influence and cross-functional leadership.

• People leadership: coaching, accountability, talent development.

• Comfort with ambiguity and fast-paced, scaling environments; collaborative and hands-on.

Nice to have

• Project Management certification, such as Prince PMI 2.

• Fraud/risk program exposure in a digital marketplace environment.

• Experience with Help Center / self-serve strategy and contact-deflection programs.

• Familiarity with modern CX tooling ecosystems (CRM/ticketing, QA, knowledge base, workforce tools, BI stack).