Process Optimization Specialist - Live Operations Global HQ (They/She/He)

If you’re here, it’s because you’re looking for an exciting ride. 

A ride that will fuel up your ambitions to take on a new challenge and stretch yourself beyond your comfort zone. 

We’ll deliver a non-vanilla culture built on talent, where we work to amplify the impact on millions of people, paving the way forward together. 

Not your usual app. We are the fastest-growing multi-category app connecting millions of users with businesses, and couriers, offering on-demand services from more than 170,000 local restaurants, grocers and supermarkets, and high street retail stores. We operate in more than 1500 cities across 23 countries. 

Together we revolutionise the way people connect with their everyday needs, from delivering essentials to connecting our ecosystem of users through innovative solutions powered by technology. For us, every day is filled with purpose.

What makes our ride unique? 

Our culture and strong values. 

Our career development philosophy. 

Our commitment to being a force for good. 

We have a vision: Building the largest marketplace in your city, to give access to anything in minutes. And this is where your ride starts.

YOUR MISSION

The Live Operations Process Optimization Specialist will be responsible for owning and leading the definition, optimization, and automation of Live Operations processes, driving cross-functional initiatives to improve operational efficiency and performance, managing end-to-end process definition and improvement projects, and acting as a subject-matter expert and decision-maker on Live Ops processes within the Process Optimization team.

THE JOURNEY

• Define and design E2E Live Operations processes for customer, rider and partner support agents from scratch with limited supervision, including:
• Understanding global and local AS-IS processes
• Identifying pain points and improvement opportunities by diving deep into data and audits
• Defining TO-BE processes to drive satisfaction, efficiency, scalability and consistency to Customers, Riders and Partners
• Coordinating reviews and alignment with stakeholders
• Acting as the end owner of defined processes
• Own Live Ops processes within cross-functional Live Ops projects and make business decisions on behalf of the Process Optimization team.
• Manage and assess process change requests coming from Live Ops hubs and other stakeholders, applying strategic and critical thinking to prioritize initiatives based on impact and feasibility.
• Configure SOPs in an internal Copilot tool for support agents and be able to improve support metrics through it.
• Proactively identify business opportunities to improve Live Ops performance and KPIs through process improvements, product development and automations.
• Act as a key referent for Live Ops processes across customers, riders, and/or partners, maintaining a deep understanding of online delivery service business models and operational dynamics.

WHAT YOU WILL BRING TO THE RIDE

• 2-3+ years of experience in SOP definition, optimization, automation and business project management.
• Bachelor’s degree in Engineering, Business Administration, or a related field.
• Strong analytical mindset with high attention to detail, excellent problem-solving abilities, and strong critical-thinking skills.
• Highly structured and autonomous working style.
• Previous experience in business consulting firms is a strong plus.
• Experience in customer service or operations environments is a plus.
• Professional proficiency in Spanish and English; knowledge of additional languages is a plus.

Individuals representing diverse profiles, and abilities, encompassing various genders, ethnicities, and backgrounds, are less likely to apply for this role if they do not possess solid ex