Director Experience and Operational Excellence

Role Overview

Director of Experience and Operational Excellence at talabat (Delivery Hero), a leading regional delivery platform operating in Dubai.

Company Overview

talabat, part of Delivery Hero, is a fast-scaling technology business offering a senior leadership platform for career growth.

Role Purpose

Drive operational quality at scale by leading initiatives to improve customer and partner experience across talabat's operations in Dubai and designing and implementing operational excellence frameworks across the business.

Key Responsibilities

Strategic Design & Implementation

• Lead the design and implementation of operational excellence frameworks across the business
• Champion a culture of continuous improvement across the organization

Experience & Performance Improvement

• Drive initiatives to improve customer and partner experience metrics
• Lead cross-functional projects to enhance service quality and efficiency
• Analyze operational data to identify improvement opportunities

Team & Stakeholder Management

• Build and manage a team focused on operational excellence and continuous improvement
• Collaborate with senior leadership to align operational priorities with business goals
• Monitor and report on key experience and operational KPIs

Qualifications & Experience

• Bachelor's degree in Business, Operations, or related field; MBA preferred
• 8+ years of experience in operations, customer experience, or process improvement, with leadership experience
• Proven track record of driving operational improvements at scale

Skills & Competencies

• Strong analytical and project management skills
• Excellent leadership and stakeholder management skills
• Fluency in English required; Arabic is an advantage